Customer Success /Field Service Engineering

IDEMIA Public Security; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

IDEMIA Public Security is seeking a Customer Success / Field Service Engineering professional in Malaysia to provide Level 1 and 2 support, handle on-site administration, troubleshoot issues, and maintain infrastructure. You will collaborate with the Customer Success Engineer team to ensure high service quality for clients in security and identity solutions.

The role requires a Diploma or Bachelor's degree in IT/Engineering and 2–3 years in technical support or field service, with hands-on

Qualifications

• Diploma or bachelor degree in computer science, Information Technology, Engineering, or a related field
• 2 to 3 years of experience in Technical Support, Customer Support, Service Desk, Field Service, or L1/L2 Support roles
• Experience handling customer incidents, service requests, and support tickets in accordance with SLA requirements
• Basic hands-on experience with Linux (Red Hat or Oracle Linux) and Windows 11/Windows Server environments
• Strong troubleshooting skills across applications, operating systems, infrastructure, and hardware
• Familiarity with Oracle or other relational databases, including basic SQL knowledge
• Basic understanding of virtualization platforms such as VMware or Hyper-V
• Basic networking knowledge, including TCP/IP, VLANs, routing, and network devices such as FortiGate and Cisco
• Strong analytical, troubleshooting, and problem-solving skills with good communication and interpersonal skills
• Ability to work independently, manage multiple priorities, and collaborate effectively within a team

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escape them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

Skills

Troubleshooting

Linux

Windows

SQL basics

Virtualization

Networking

FortiGate/Cisco

Customer support

Communication

Education

Diploma or Bachelor's degree

Job description

Customer Success /Field Service Engineering

IDEMIA Public Security, a division of IDEMIA Group, is the premium provider of trusted biometric solutions that revolutionize public security and identity, travel and transport, and access control. Our solutions—designed using advanced security features and encryption technologies—enable our clients to build safer and fairer societies where people can live, interact, and move freely.

About the role

We are seeking a customer-focused and technically inclined Customer Service Support Executive to provide Level 1 and Level 2 support to customers. The role involves handling customer inquiries, troubleshooting issues, resolving incidents, and escalating complex cases when necessary. This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escape them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

About you

• Diploma or bachelor degree in computer science, Information Technology, Engineering, or a related field
• 2 to 3 years of experience in Technical Support, Customer Support, Service Desk, Field Service, or L1/L2 Support roles
• Experience handling customer incidents, service requests, and support tickets in accordance with SLA requirements
• Basic hands-on experience with Linux (Red Hat or Oracle Linux) and Windows 11/Windows Server environments
• Strong troubleshooting skills across applications, operating systems, infrastructure, and hardware
• Familiarity with Oracle or other relational databases, including basic SQL knowledge
• Basic understanding of virtualization platforms such as VMware or Hyper-V
• Basic networking knowledge, including TCP/IP, VLANs, routing, and network devices such as FortiGate and Cisco
• Strong analytical, troubleshooting, and problem-solving skills with good communication and interpersonal skills
• Ability to work independently, manage multiple priorities, and collaborate effectively within a team

IDEMIA, the global leader in Augmented Identity, provides a trusted environment enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space.

Securing our identity has become mission critical in the world we live in today. By standing for Augmented Identity, an identity that ensures privacy and trust and guarantees secure, authenticated and verifiable transactions, we reinvent the way we think, produce, use and protect one of our greatest assets – our identity – whether for individuals or for objects, whenever and wherever security matters. We provide Augmented Identity for international clients from Financial, Telecom, Identity, Public Security and IoT sectors.

With 15,000 employees around the world, IDEMIA serves clients in 180 countries.

IDEMIA, the global leader in Augmented Identity, provides a trusted environment enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space.

Securing our identity has become mission critical in the world we live in today. By standing for Augmented Identity, an identity that ensures privacy and trust and guarantees secure, authenticated and verifiable transactions, we reinvent the way we think, produce, use and protect one of our greatest assets – our identity – whether for individuals or for objects, whenever and wherever security matters. We provide Augmented Identity for international clients from Financial, Telecom, Identity, Public Security and IoT sectors.

With 15,000 employees around the world, IDEMIA serves clients in 180 countries.