Customer Success Engineer

IDEMIA Public Security; København; On-site; DKK 600,000 - 800,000; Full time

Job summary

IDEMIA Public Security in a dynamic international setting seeks a Customer Support/Success Engineer to ensure performance and reliability of local applications. You will bridge customers, IPS Public Security, Travel & Transport teams and internal engineers to accelerate issue resolution.

You will troubleshoot, document and communicate with customers, contribute to maintenance documentation, and participate in on-site integration and testing in an on-going effort to deliver high-quality service.

Qualifications

• Experience supporting enterprise applications and customers in fast-paced environments.
• Ability to troubleshoot, document findings and communicate clearly with both customers and technical teams.
• Experience administering and maintaining Oracle databases and Windows Server environments.
• Familiarity with ITIL processes and service-management best practices.
• Strong scripting skills and ability to read code in Java or similar language.

Responsibilities

• Analyze, troubleshoot and resolve tickets escalated by Level 1/2 support within SLA/OLA.
• Reproduce issues, document findings and escalate to L3 Software Support when needed.
• Provide input on product functionality and customer configurations.
• Design corrective actions and local workarounds to meet SLA.
• Document resolutions and report progress to customers and Service Delivery Managers.
• Maintain and update support documentation and procedures.
• Perform on-site administration and preventive maintenance at customer premises.
• Assist with system upgrades during post-go-live or ramp-up phases.

Skills

Python scripting

Shell scripting

Java

SQL

Windows Server

ITIL

Customer focus

Strong communicator

Team player

Willing to travel

Education

ITIL certification

Tools

IBM/HP servers

Dell servers

SAN/NetApp storage

Oracle databases

Job description

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

As a Customer Support / Success Engineer, you will play a key role in ensuring the performance, availability and reliability of our local applications and systems. Working closely with our technical teams, customers and end users, you will help deliver a high-quality service and ensure that issues are resolved quickly and efficiently.

You will act as a technical bridge between the customer, the IPS Public Security, Travel & Transport support organization and our internal engineering teams, helping accelerate issue resolution while representing the voice of the customer.

This role combines technical troubleshooting, system administration, customer interaction and continuous improvement, with the opportunity to work on complex and critical environments.

Key Missions

• Analyze, troubleshoot and resolve tickets escalated by Level 1 or Level 2 support teams, within agreed SLA or internal OLA
• Reproduce customer issues, document findings and prepare escalations to the L3 Software Support team
• Provide technical input on product functionality, customer‑specific configurations and usage
• Design corrective action plans and local workarounds to ensure issues are resolved within SLA
• Document ticket resolution and ensure clear communication and regular reporting to customers on progress
• Maintain support documentation and operational procedures up to date
• Deliver maintenance documentation, operation manuals, test procedures and test reports
• Perform on‑site administration and preventive maintenance activities at customer premises
• Perform system upgrades at customer premises during the post‑go‑live, ramp‑up or grace period
• Ensure procedures are correctly implemented and followed
• Maintain and troubleshoot IT infrastructure and backend components, including hardware and software
• Participate in on‑site integration, deployment and testing activities
• Conduct technical analysis with guidance from a Customer Success Engineer 2
• Communicate regularly with customers and Service Delivery Managers to keep them informed of progress
• Accurately update and maintain the support ticket tracking tool Contribute to ensuring customer satisfaction throughout maintenance and support activities

Profile & Other Information

• Experience with IBM/HP, Dell and PC servers, SAN or NetApp technologies
• Strong scripting skills in Python, Bash or Shell
• Knowledge of Java or another object‑oriented programming language, with the ability to read and understand code
• Experience in software development, customization or system integration
• Experience administering and maintaining Oracle databases
• Basic SQL skills (SELECT, INSERT, UPDATE, etc.)
• ITIL certification or equivalent experience with IT service management best practices
• Experience with Windows Server environments
• Customer‑focused and committed to delivering a high‑quality service
• Strong communicator, comfortable interacting with customers and technical teams
• Collaborative and able to build effective relationships across different teams
• Team player who can also work independently and make decisions when required
• Curious and driven by continuous improvement and operational excellence
• Analytical, proactive and solution‑oriented
• Comfortable working in a fast‑paced, international environment
• Open to travelling abroad and discovering new technical and customer environments

What we are looking for

A customer‑oriented, proactive and solution‑driven team player, comfortable working independently in a fast‑paced international environment and collaborating with both technical teams and customers.

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