IDEMIA is looking for talent as Bilingual Customer Support EngineerSince 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.PurposeThis 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 MissionsAnalyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLAReproduces and document customer problems and escalate them to relevant solution or product development teamsProvides input as required on product and customer specific functionality, configuration and usageDesigns corrective action plans or local workarounds that allow issues to be solved within the SLADocuments ticket resolution and ensure proper communication or reporting to customers on ticket resolution progressMaintains support documentation up to dateCarries out on-site administration and preventive maintenance activitiesPerforms system upgrades at customer premises during post go live period (ramp up/grace period)Ensures procedures are correctly implementedMaintains IT infrastructure and backend components, including hardware and softwareConducts standard and complex analysis in autonomyParticipates to integration workshop as referentCoaches Customer Success EngineerREQUIREMENTS:MUST have skills:Advanced English - Conversational English is required for interviewsBachelor's Degree in Computer Science, Infocomm Technology/ Engineering or equivalent experienceExperience in solution software support and hardware deployment with client facing experienceExperience in performing solutions testing and support in a client environmentExperience in relevant industries: financial technologies, payments software and systems, mobile financial services mobile paymentsor mobile wallet and understanding of EMV, NFC standards wouldbe an advantageOperation Systems: Batch programming, monitoring, basic administration tasks and knowledge of the tools for UNIX (Linux Red Hat, Solaris) and Windows operating systemsScripting:Databases: Oracle DB, MSSQL Server, MySQL, MariaDB, Cassandradatabases administration and SQL/PLSQNetwork & Security: SSL/TLS Networking (TCP/IP, HTTP, Telnet, SSH) Proxy/Reverse Proxy/ACL/Firewall/WAFNice to have skills:Software Technology: Java logging debugging experience, Web Services, REST JSON APIsKubernetes or any docker based technology, VirtualizationAt IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.Visit our website to know more about the leader in Identity Technologies www.idemia.com
