Application Support Engineer

Daon, Inc.; Dublin; Hybrid; EUR 45,000 - 70,000; Full time

Job summary

An innovative provider of biometric identity assurance software is seeking a highly motivated Application Support Engineer to join their dynamic team. This role is pivotal in delivering high-quality customer support, resolving technical issues, and ensuring customer satisfaction. You'll engage with cutting-edge technologies, including mobile and web SDKs, while collaborating with development teams to enhance user experience. The company promotes a hybrid work environment, offering flexibility and opportunities for professional growth. If you're passionate about technology and eager to contribute to a forward-thinking organization, this is the perfect opportunity for you.

Benefits

Health insurance

Monthly sports motivation budget

Company-sponsored life & accident insurance

Summer and Christmas events

Regular team sports and social events

Knowledge sharing sessions

Flexible working hours

Work from home option

Qualifications

• 5-7 years of experience in technical support and operations.
• Proven ability to troubleshoot and resolve software issues.
• Experience in mobile SDK integration and testing.

Responsibilities

• Provide comprehensive customer support and maintain satisfaction.
• Triaging support incidents and testing biometric applications.
• Support readiness testing of new product releases and documentation.

Skills

Python

Objective-C/Swift

Java/Kotlin

JavaScript

PowerShell

Bash

RESTful APIs

SQL

Linux

AWS

Education

Bachelor's Degree in Computer Science

Master's Degree in Computer Science

Tools

AWS EC2

AWS RDS

AWS VPC

AWS S3

AWS Route53

Apache Tomcat

Job description

Opportunity

Want to learn about biometric verification and work with the latest generation of smartphonetechnologies? Interested in learning new platforms and new technology? This is the job for you! Daon isan innovative provider of award-winning biometric identity assurance software products and servicesfocused 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
• Monthly sports motivation budget
• Company-sponsored life & accident insurance
  

Team Events

• Summer and Christmas company sponsored event
• Regular team sports and social events, outings and socializing
• Frequent team meals and office sweet days
  

Development

• Knowledge sharing sessions and meetups
• 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!