Global Customer Success Engineer - On‑Site & Troubleshooting

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

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.