Senior Software 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
Customer Success Integration Engineer is a CSE expert role responsible for supporting the system and software during ramp-up, warranty / maintenance period ( including patches testing , integration , implementation ) and validating IDEMIA’s solutions that best addresses customers’ requirements and optimize IDEMIA business value.
Key Missions
- Support L3 teams for complex troubleshooting related to critical incidents or crises
- Analyze, Troubleshoot, solve self-assigned tickets escalated by Support L2 teams as defects for IDEMIA Products or Projects
- System ramp up support on customer site
- When on-site upgrade, perform activities of integration, deployment and customer on-site post-support
- Test and integrate software releases/patches
- Performs system integration and validation test including load, performance, high availability, accuracy and security tests
- Investigates issues by analyzing logs during tests execution, reports incidents through configuration management tool and monitors them until closure
- Produces documents that will allow proper installation, testing, operations and administration
- Prepares and provides training for customer, support & maintenance teams
- Supports the Service Delivery team on specific technical requests on integration activities, including implementation duration and timeframe
Key technical skills
- Strong Knowledge in Linux (Linux Red Hat, CentOS, Debian etc.) and Windows 10/11 or Windows Server (2016, 2019, 2022 etc.)
- Good relational Database knowledge (MSSQL, PostgreSQL, Oracle, MongoDB)
- Very good scripting knowledge (Python, PowerShell, Bash)
- Very good Network (TCP/IP, HTTP) and security (TLS) knowledge,
- Basic Knowledge on virtualization (OpenStack, VMware, k8s etc.),
- Basic Knowledge of testing and monitoring tools (SOAPUI, Postman, Zabbix, Grafana, Prometheus)
- Good System & IT architecture knowledge
- Good knowledge with ticketing and collaboration tools (Salesforce, Jira, Confluence, etc)
- Basic knowledge about one of the high-level programming languages to allow read and understand source code, (Java, JavaScript)
- Good Knowledge of DevSecOps tools and CI/CD Knowledge like Jira, Testlink, Jenkins, Ansible, Terraform,
- Fluent in English both oral and written.
- Nice to have: French and Spanish languages (spoken and written)
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