Technical Engineer

IDEMIA; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

IDEMIA is seeking a role focused on application performance and availability, working closely with technical teams to ensure the service provided to clients remains of the highest quality.

This role emphasizes reliability and rapid incident response, with responsibilities spanning ticket analysis, problem reproduction, escalation to solution or product teams, and diligent documentation to support ongoing service excellence.

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and documents customer problems and escalates 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 analysis with guidance of a Customer Success Engineer 2

Job description

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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 escalate 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 analysis with guidance of a Customer Success Engineer 2