Customer 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
IDEMIA is the global leader in identity and security solutions, supporting government and law enforcement agencies in building a safer world. Our Justice and Public Safety (JPS) Business Line delivers advanced biometric and identity technologies for critical national infrastructure and public sector services.
We are seeking a Customer Support Engineer to join our dedicated team in Winnersh Triangle, playing a vital role in supporting our UK Government and law enforcement customers.
Key Missions
- Analyze, troubleshoot, and resolve complex tickets escalated by Level 1 or 2 support (internal and external), within SLA or internal OLA.
- Reproduce and document customer-reported issues and escalate appropriately to product or solution development teams.
- Design and implement corrective action plans or local workarounds to meet resolution timelines.
- Provide technical support for Linux-based systems and assist in maintaining backend components and IT infrastructure (hardware and software).
- Contribute to system upgrades and maintenance activities at customer premises during ramp-up/grace periods.
- Perform preventive maintenance and on-site system administration tasks as required.
- Maintain and improve support documentation, functional guides, and procedural documents using Microsoft tools.
- Assist in maintaining ISO27001 and Cyber Essentials compliance and ensure procedures are properly implemented.
- Provide expert input on product functionality, configuration, and usage based on customer-specific needs.
- Attend customer workshops and meetings, with occasional travel to client sites across the UK.
Profile & Other Information
What you’ll bring:
- Strong experience in a technical support or engineering role, ideally supporting UK Government or public sector clients.
- Hands-on expertise with Linux systems (essential).
- Familiarity with Python for scripting or troubleshooting (preferred).
- Excellent troubleshooting and documentation skills.
- Ability to perform independent analysis and manage complex incidents effectively.
- Good communication skills and a collaborative mindset to build strong customer and internal relationships.
- Full UK Driving Licence.
- Eligibility to obtain and maintain UK SC Clearance and NPPV3 Clearance is essential.
Note: To gain clearance, candidates must have lived in the UK continuously for the past 5 years. Criminal convictions may affect eligibility.
Nice to have:
- Experience working with or delivering solutions to UK Government departments or law enforcement agencies.
- Knowledge of biometric or identity systems is a plus.
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