Customer Success Engineer

IDEMIA; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

IDEMIA is seeking a Customer Success Engineer to serve as a technical expert, resolving complex issues and optimizing system performance during deployments and upgrades. The role blends IT support, infrastructure administration, and software troubleshooting with customer engagement to ensure successful implementations and ongoing operations.

The ideal candidate has strong problem-solving abilities, solid SQL/scripting experience, and excellent communication to collaborate with product teams and

Qualifications

• Bachelor's degree in a technical discipline.
• 2+ years of IT support, troubleshooting, deployment, and infrastructure administration.
• Strong knowledge of SQL, scripting, and reporting tools; ability to tailor technical solutions.

Responsibilities

• Troubleshoot and resolve complex incidents escalated from Level 1/2, meeting SLA/OLA targets.
• Document, reproduce, and coordinate with product teams to drive timely resolutions.
• Design corrective actions and workarounds to minimize customer impact and maintain service continuity.
• Perform system installations, upgrades, and post-go-live support at customer sites.
• Maintain IT infrastructure components including servers, workstations, and AD environments.
• Develop reports, scripts, and tools using SQL to support customers and operations.
• Provide guidance and knowledge sharing to engineers and keep documentation current.

Skills

SQL

Troubleshooting

Communication

Stakeholder management

Problem solving

Education

Bachelor's degree in Information Technology, Computer Science, Engineering

Tools

Active Directory

Reporting tools

SQL scripting

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.