Customer Success Engineer

IDEMIA; Makati; On-site; PHP 420,000 - 700,000; Full time

Job summary

IDEMIA seeks a Customer Success Engineer to act as a technical expert, resolving complex customer issues and ensuring successful deployments and ongoing operation of solutions.

The role blends IT support, infrastructure administration, and software troubleshooting with customer engagement, requiring expertise in system integration and collaboration with product teams.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• At least 2 years of IT support, technical troubleshooting, system deployment, and infrastructure administration experience.
• Strong knowledge of SQL, scripting, reporting tools, and software development concepts.
• Experience supporting enterprise software implementations, upgrades, integrations, and customer-facing technical environments.

Responsibilities

• Troubleshoot, analyze, and resolve complex technical incidents escalated from Level 1 and Level 2 support teams while meeting SLA/OLA requirements.
• Reproduce, document, and investigate customer-reported issues, coordinating with product development and engineering teams.
• Design and implement corrective actions, workarounds, and technical solutions to minimize customer impact.
• Perform system installations, upgrades, configuration changes, and post-go-live support activities at customer sites.
• Maintain and support IT infrastructure components, including servers, workstations, Active Directory environments, hardware, software, and backend systems.
• Develop, customize, and maintain reports, scripts, and technical tools using SQL and other development technologies.

Skills

IT support

Technical troubleshooting

SQL

Scripting

Infrastructure administration

Enterprise software

Education

Bachelor's degree in IT/CS/Engineering

Tools

Active Directory

Reporting tools

Job description

The Customer Success Engineer serves as a technical expert responsible for resolving complex customer issues, maintaining and enhancing system performance, and supporting product deployments and upgrades. This role combines advanced IT support, infrastructure administration, and software troubleshooting with customer engagement to ensure successful implementation, adoption, and ongoing operation of solutions. The position requires expertise in technical problem-solving, system integration, SQL/scripting, and collaboration with product development teams to deliver exceptional customer outcomes.

Key Responsibilities

• Troubleshoot, analyze, and resolve complex technical incidents escalated from Level 1 and Level 2 support teams while meeting established SLA and OLA requirements.
• Reproduce, document, and investigate customer-reported issues, coordinating with product development and engineering teams to drive resolution.
• Design and implement corrective actions, workarounds, and technical solutions to minimize customer impact and maintain service continuity.
• Perform system installations, upgrades, configuration changes, and post-go-live support activities at customer sites.
• Maintain and support IT infrastructure components, including servers, workstations, Active Directory environments, hardware, software, and backend systems.
• Develop, customize, and maintain reports, scripts, and technical tools using SQL and other development technologies to support customer and operational needs.
• Provide technical guidance, knowledge sharing, and mentoring to Customer Success Engineers while ensuring support documentation and operational procedures remain current.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• At least 2 years of experience in IT support, technical troubleshooting, system deployment, and infrastructure administration, including servers, workstations, and Active Directory environments.
• Strong knowledge of SQL, scripting, reporting tools, and software development concepts with the ability to develop or customize technical solutions.
• Experience supporting enterprise software implementations, upgrades, integrations, and customer-facing technical environments.
• Excellent analytical, problem-solving, communication, and stakeholder management skills, with the ability to explain technical concepts to both technical and non-technical users.