Support Engineer

Senior Support Engineer

 

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

 

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

 

Purpose

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA

Reproduces and document customer problems and escalate them to relevant solution or product development teams

Provides input as required on product and customer specific functionality, configuration and usage

Designs corrective action plans or local workarounds that allow issues to be solved within the SLA

Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress

Maintains support documentation up to date

Carries out on-site administration and preventive maintenance activities

Performs system upgrades at customer premises during post go live period (ramp up/grace period)

Ensures procedures are correctly implemented

Maintains IT infrastructure and backend components, including hardware and software

Manages L1 Customer Support in full autonomy

Profile & Other Information

 

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

 

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

 

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

 

Visit our website to know more about the leader in Identity Technologies

www.idemia.com

Experience Level

Senior Level