Technical Support Engineer

IDEMIA Public Security; Singapore; On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated support engineer to ensure optimal application performance and availability. In this role, you will analyze and troubleshoot issues, working closely with technical teams to deliver exceptional service to clients. You'll be responsible for documenting resolutions, maintaining support documentation, and conducting system upgrades. This position offers a unique opportunity to contribute to customer success while enhancing your technical expertise in a collaborative environment. If you're passionate about problem-solving and customer service, this role is perfect for you.

Qualifications

• Experience in troubleshooting and resolving technical issues.
• Strong documentation skills for ticket resolutions.

Responsibilities

• Analyze and resolve escalated tickets within SLA.
• Document resolutions and communicate progress to customers.

Skills

Troubleshooting

Documentation

Customer Service

IT Infrastructure Maintenance

Education

Bachelor's Degree in Computer Science or related field

Tools

Ticketing Systems

Remote Administration Tools

Job description

Purpose
This role is responsible for ensuring optimal application performance and availability. The candidate will work closely with other technical teams to deliver the highest quality service to our clients.

Key Missions

1. Analyze, troubleshoot, and resolve tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA.
2. Reproduce and document customer problems, escalating them to relevant solution or product development teams.
3. Provide input on product and customer-specific functionality, configuration, and usage as required.
4. Design corrective action plans or local workarounds to resolve issues within the SLA.
5. Document ticket resolutions and communicate or report progress effectively to customers.
6. Maintain up-to-date support documentation.
7. Perform on-site administration and preventive maintenance activities.
8. Conduct system upgrades at customer premises during the post go-live period (ramp-up/grace period).
9. Ensure procedures are correctly implemented.
10. Maintain IT infrastructure and backend components, including hardware and software.
11. Assist in analysis under the guidance of a Customer Success Engineer 2.