Application Support Engineer

Daon; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

A leading company in biometric identity assurance seeks a motivated Application Support Engineer in Toronto. You will play a critical role in maintaining high-quality technical support, resolving customer issues, and ensuring system reliability, all while enjoying a hybrid work environment and competitive benefits.

Benefits

Health insurance for employees and family

Company-sponsored life and accident insurance

Flexible organization of working hours

Summer and Christmas company sponsored events

Qualifications

• 5 to 7 years of experience in a similar role preferred.
• Extensive hands-on experience in technical support and operations.
• Strong collaboration skills across teams.

Responsibilities

• Provide comprehensive customer support to ensure satisfaction.
• Resolve customer issues by testing biometric applications.
• Track and manage software licenses and support portals.

Skills

Customer Support

Troubleshooting

Technical Solutions

Scripting

Mobile SDK Integration

RESTful APIs

SQL Knowledge

Linux Proficiency

AWS Services

Education

Bachelor’s or Master’s Degree in Computer Science

Job description

Opportunity

Want to learn about biometric verification and work with the latest generation of smartphone technologies? Interested in learning new platforms and new technology? This is the job for you! Daon is an innovative provider of award-winning biometric identity assurance software products and services focused on meeting the needs of governments and large commercial organizations worldwide.

We are currently looking for a highly motivated Application Support Engineer to join the Support team in our Dublin's office.

Your contribution

The Application Support Engineer position is critical for maintaining high-quality support services and ensuring the technical needs of customers are met efficiently. This role delivers value by resolving customer issues, maintaining system reliability, and contributing to a seamless user experience, which directly supports customer satisfaction and retention. With the company’s continued growth, the position also helps uphold service level agreements (SLAs) and ensures the support team can handle increasing demand effectively.

Key Responsibilities

• Provides comprehensive and professional customer support to ensure customer satisfaction.
• Triaging new support incidents, testing biometric sample applications with our Native and Web SDKs, and providing customer solutions either directly or via escalation processes.
• Maximizing customer satisfaction on application development issues by understanding our customer’s needs, consulting with our software development team, and providing technical solutions.
• Support readiness testing of new product releases, its documentation, SDKs, and sample apps.
• Delivering and tracking Daon IdentityX software releases and documentation to customers.
• Building customer reference environments in AWS using the Daon sample mobile apps as health checks.
• Authoring, publishing, and updating knowledge base articles and web content.
• Tracking and managing Daon and third-party software licenses.
• Administer and improve our Customer Support Portal and other business tools.
• Participate in the on-call weekend rotation as remote support for the global “follow the sun” model.
• Maintains a positive, empathetic, and professional attitude toward customers always.
• Responds promptly to customer inquiries.
• Communicates with customers through various channels, chat, email & phone.
• Obtains product mastery to respond to customer concerns promptly and accordingly.
• Keeps records of customer interactions, transactions, comments/complaints/feedback
• Regularly Communicates and coordinates with colleagues as necessary.
• Provides feedback on the efficiency of the customer service process.

You have:

• Bachelor’s or Master’s Degree (preferable in Computer Science, or related field)
• 5 to 7 years’ experience in a similar role preferred.
• Extensive hands-on experience in technical support and operations teams.
• Proven ability to troubleshoot, debug, evaluate, escalate, and resolve software issues.
• Background in customer/product support roles, with strong collaboration skills across teams.
• Experience using support channels such as email, ticketing systems, and live web sessions.

More precisely, you have following skills and knowledges -

Programming & Scripting:

• 1+ years of experience writing Python scripts and applications.
• Ability to read, understand, and debug code in at least one of: Objective-C/Swift, Java/Kotlin, or JavaScript.
• Strong scripting skills in PowerShell and Bash.

Mobile Development & Support:

• Experience in Mobile SDK integration, testing, or development.
• Familiarity with mobile app development languages such as Swift/Objective-C and Java/Kotlin.
• Expertise in supporting mobile application development, testing, and troubleshooting.

Web Technologies & APIs:

• Solid understanding of RESTful APIs and ability to create/execute REST web service calls for testing.
• Knowledge of TLS/SSL, security certificates, and web server technologies such as Apache Tomcat.

Database & System Administration:

• Basic SQL knowledge and scripting (Oracle, MSSQL, MySQL).
• Proficient in Linux environments (non-GUI), particularly Red Hat Enterprise Linux or variants.
• Prior experience with Java-based infrastructure (JVM troubleshooting, interpreting Java error messages).
• Proficiency in AWS services: EC2, RDS, VPC, S3, Route53.

We Offer

Health

• Health insurance that covers you and your family members
• Company-sponsored life & accident insurance

Team Events

• Summer and Christmas company sponsored event
• Regular team sports and social events, outings and socializing

Development

• Individual approach to the development of each person
• Environment that strives to use the latest technologies on the market

Trust

• Truly hybrid way of working organization - work from home and office
• Possibility of flexible organization of working hours
• Total process ownership goal, with all the necessary help along the way

Selection process

• Qualified applicants will be invited to schedule a 30-minute introductory call with our HR Business Partner
• Candidate selected for 2nd round interview will then be invited to interview with team members
• Candidate selected for 3rd round interview will then be invited to interview with hiring manager
• Successful candidate will be selected and contacted with an offer to join our team

Join the brightest minds from around the globe as we build the future of digital identity!