Customer Success Engineer: Global Tech Troubleshooter

IDEMIA; Søborg; On-site; DKK 420,000 - 660,000; Full time

Job summary

IDEMIA in Søborg, Denmark, is seeking a Customer Support / Success Engineer to ensure performance, availability and reliability of local applications and systems. You will work with customers, IPS Public Security, Travel & Transport support and internal engineering teams to accelerate issue resolution.

The role combines technical troubleshooting, system administration and customer interaction in an international, fast-paced environment with opportunities for on-site activities and travel.

Qualifications

• 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.
• ITIL certification or equivalent experience with IT service management best practices.
• Experience with Windows Server environments.

Responsibilities

• 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.
• Communicate regularly with customers and Service Delivery Managers to keep them informed of progress.
• Accurately update and maintain the support ticket tracking tool.

Skills

Python scripting

Bash scripting

Java

ITIL certification

Windows Server

Oracle databases

Tools

IBM/HP servers

Dell servers

SAN

NetApp

Job description

IDEMIA in Søborg, Denmark, is seeking a Customer Support / Success Engineer to ensure performance, availability and reliability of local applications and systems. You will work with customers, IPS Public Security, Travel & Transport support and internal engineering teams to accelerate issue resolution.

The role combines technical troubleshooting, system administration and customer interaction in an international, fast-paced environment with opportunities for on-site activities and travel.