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Urgent! Customer Support Engineer/ Customer Success Engineer Position in Søborg - Idemia

Customer Support Engineer/ Customer Success Engineer



Job description

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies.

Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world.

In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages.

We strongly believe that our diversity is a key driver of innovation and performance.

Purpose


Please apply with a resume/ CV in english

Essentially, Custumer Support/ Success Engineer facilitates communication between the Idemia Public Security Travel & Transport support department, and all others, speeding up the resolution time for support issues, and directly representing the voice of the customer to the IPS skills center teams.

The Success Engineering role makes not just the customer more successful, but also the internal stakeholders.

They help make sure we are operating most efficiently as a team to support customers.

This role enables the support and engineering teams, and the customer, to all have a better experience.

Key Missions


  • • Analyze, Troubleshoot, solve self-assigned tickets escalated by Support Level 1 (agencies),
    • Conduct standard and complex analysis in autonomy,


    • Participate to integration and tests activities on site,
    • Participate to integration workshop as referent,
    • Maintain components of IT infra and backend, including Hardware and Software,
    • Reproduce customer issues and document them before escalation to L3 Software support team,
    • Formalize corrective action plans or local workaround within the SLA,
    • Solve or escalate the analysis to the Level 3 support internal team or suppliers for getting a permanent fix or further investigation and expertise,
    • Communicate regularly to keep the customer and Service Delivery Managers informed on the progress,
    • Delivered maintenance documentation, operation manual, test procedures and test reports,
    • Perform on-site administration activities and preventive maintenance – customer premises,
    • System ramp up support on site – customer premises,
    • When on-site upgrade, perform activities of integration, deployment and on-site post-support – customer premises,
    • Fill-in Support ticket tracking tool appropriately,
    • Ensure customer satisfaction in maintenance and support,
    • Coach other Customer Success Engineers.

  • Profile & Other Information

    • Fluent Danish and Englosh languages



     
    Nice to have:

    • Experience in maintaining IBM/HP Servers, SAN, Dell, and PC servers
    • Good/very good scripting skills (Python, shell scripts…) – for debugging purposes
    • Knowledgeable in Java or any other OOP language.

    (able to read and understand code)
    • Experience in development, customization, and integration would be an added advantage
    • Knowledgeable in administrating and maintaining Oracle Database
    • Certification in system management best practices (ITIL) is a plus (or relevant experience).
    • Experience in NetApp technology is a plus
    • Experience with Windows Servers is a plus.
     
    Key soft skills & behavior
    • Customer oriented,
    • Interpersonal and communication skills,
    • Constructive collaboration,
    • Team player, able to make autonomous decisions if needed,
    • Continuous improvement (implementation reviews, optimization, decrease no.

    of bugs detected in production etc.)
    • Problem solving skills,
    • Willingness to travel abroad.


    Seize all the opportunities of our fast-paced environment.

    Expect the unexpected.


    Required Skill Profession

    Computer Occupations



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