IDEMIA is looking for talent as Bilingual Customer Support Engineer 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 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 Performs system upgrades at customer premises during post go live period (ramp up/grace period) 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 Engineer REQUIREMENTS: MUST have skills: Advanced English - Conversational English is required for interviews Bachelor's Degree in Computer Science, Infocomm Technology/ Engineering or equivalent experience Experience in solution software support and hardware deployment with client facing experience Experience in performing solutions testing and support in a client environment Experience in relevant industries: financial technologies, payments software and systems, mobile financial services mobile paymentsor mobile wallet and understanding of EMV, NFC standards wouldbe an advantage Operation Systems: Batch programming, monitoring, basic administration tasks and knowledge of the tools for UNIX (Linux Red Hat, Solaris) and Windows operating systems Scripting:Databases: Oracle DB, MSSQL Server, MySQL, MariaDB, Cassandradatabases administration and SQL/PLSQ Network & Security: SSL/TLS Networking (TCP/IP, HTTP, Telnet, SSH) Proxy/Reverse Proxy/ACL/Firewall/WAF Nice to have skills: Software Technology: Java logging debugging experience, Web Services, REST JSON APIs Kubernetes or any docker based technology, Virtualization At 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
