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
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.
- Communicate regularly to keep the customer and Service Delivery Managers informed on the progress.
- 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.
- 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.
- Conducts analysis with guidance of a Customer Success Engineer 2.
- Education or equivalent work experience: Bachelor’s degree preferred or equivalent work experience.
- Minimum necessary experience: <2 years of relevant experience(s).
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 administration experience with Kubernetes ( K8s ).
• 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.
Nice to have
• French language at a conversational level.
• Experience in maintaining IBM/HP Servers, SAN, Dell, and PC servers.
• 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