Customer Success Engineer - Technical Support & Onsite

IDEMIA Public Security; København; On-site; DKK 450,000 - 650,000; Full time

Job summary

IDEMIA Public Security is seeking a Customer Support / Success Engineer to ensure the performance, availability and reliability of local applications and systems. You will work closely with technical teams, customers and end users to deliver high-quality service and quick issue resolution.

You will bridge customers with the IPS Public Security, Travel & Transport support organization and internal engineering teams to accelerate resolutions while representing the customer voice.

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
• 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

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
• 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

Skills

Server hardware

Python scripting

Java / OO languages

SQL basics

Oracle databases

ITIL

Windows Server

Job description

IDEMIA Public Security is seeking a Customer Support / Success Engineer to ensure the performance, availability and reliability of local applications and systems. You will work closely with technical teams, customers and end users to deliver high-quality service and quick issue resolution.

You will bridge customers with the IPS Public Security, Travel & Transport support organization and internal engineering teams to accelerate resolutions while representing the customer voice.