Customer Success 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

Essentially, Success Engineers facilitate communication between the PSI support department, and all others, speeding up the resolution time for support issues, and directly representing the voice of the customer to the PSI skills center teams. The Success Engineering role makes not just the customer more successful, but also the internal stakeholders. They help make sure we are operating most efficiently as a team to support customers. This role enables the support and engineering teams, and the customer, to all have a better experience.

 

Key missions

  • Analyze, Troubleshoot, solve self-assigned tickets escalated by Support Level 1 (agencies).
  • Maintain components of IT infra and backend, including Hardware and Software.
  • Reproduce customer issues and document them before escalation to L3 Software support team.
  • Formalize corrective action plans or local workaround within the SLA.
  • Solve or escalate the analysis to the Level 3 support internal team or suppliers for getting a permanent fix or further investigation and expertise.
  • Communicate regularly to keep the customer and Customer Success Managers informed on the progress.
  • Delivered maintenance documentation, operation manual, test procedures and test reports.
  • Perform on-site administration activities and preventive maintenance – customer premises.
  • System ramps up support on site – customer premises.
  • When on-site upgrade, perform activities of integration, deployment and on-site post-support – customer premises.
  • Fill-in Support ticket tracking tool appropriately
  • Ensure customer satisfaction in maintenance and support.

 

Key technical skills

  • Good experience in offering support of administrating Linux environments and/or applications.
  • Experience troubleshooting with at least one Scripting language: (preferably Bash)
  • Relevant experience with SQL – (basic queries: Select, update, Insert, etc.)
  • Basic networking skills (e.g. TCP/IP, HTTP, or any encryption methods/protocols)
  • Knowledgeable of basic troubleshooting and debugging live software systems.
  • Basic experience in VMware ESXI server (administration & Troubleshooting)
  • Basic experience with any web/application servers (e.g., Apache, JBoss)
  • Very good abilities for root cause analysis (RCA)
  • Availability to travel for short periods of time, 2-4 times per year, to perform on-site Integration, Deployment and/or post-support.
  • French language at a conversational level (A2 / B1)
  • Ideally, plus at least 1-2 skills from „nice to have.”

 

Nice to have:

  • Experience in maintaining IBM/HP Servers, SAN, Dell, and PC servers.
  • Scripting ability in one or more of the following – C/Borne/Korn shell, batch, files, and SQL.
  • Good/very good scripting skills (Python, shell scripts…) – for debugging purposes.
  • Knowledgeable in Java or any other OOP language. (able to read and understand code)
  • Experience in development, customization, and integration would be an added advantage.
  • Knowledgeable in administrating and maintaining Oracle Database
  • Certification in system management best practices (ITIL) is a plus (or relevant experience).
  • Experience in NetApp technology is a plus.
  • Experience with Windows Servers is a plus.

 

Key soft skills & behavior

  • Customer oriented,
  • Interpersonal and communication skills,
  • Constructive collaboration,
  • Team player, able to make autonomous decisions if needed,
  • Continuous improvement (implementation reviews, optimization, decrease no. of bugs detected in production etc.)
  • Problem solving skills,
  • Willingness to travel abroad.

 

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