Technical Engineer

IDEMIA Public Security; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading security technology firm in Singapore seeks a dedicated professional to ensure application performance and resolve customer support issues. The role involves analyzing escalated tickets, documenting problems, and providing solutions while maintaining IT infrastructure. The ideal candidate will work closely with technical teams to achieve the best service quality, ensuring timely resolution of issues and coaching customer success engineers. This position requires strong analytical skills and experience in customer support.

Responsibilities

• Analyze and resolve escalated support tickets within SLA.
• Document customer problems and guide them to appropriate teams.
• Provide input on product and configuration functionalities.
• Design corrective action plans for timely issue resolution.
• Communicate ticket resolution progress to customers.
• Maintain updated support documentation.
• Perform on-site IT administration and maintenance tasks.

Job description

Purpose

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 Missions

• 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
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts standard and complex analysis in autonomy
• Participates to integration workshop as referent
• Coaches Customer Success Engineers