Customer Support Services Engineer

**Customer Support Services Engineer**

**Working week: Saturday through Wednesday**

**Opportunity**:
Would you like to learn about biometric verification and work with the latest generation smart phone technologies? Interested in learning new platforms and new technology? If you consider yourself a high energy, customer focused, problem solving wiz then this is the team for you.

**Company Profile**:
**The Part You’ll Play - Role Summary**:
**Your Contribution**:
**Essential Functions & Role Responsibilities**:

- Provides comprehensive and professional customer support to ensure customer satisfaction
- Support readiness testing of new product releases, its documentation, SDKs and sample apps.
- Delivering and tracking Daon IdentityX software releases and documentation to customers.
- Building customer reference environments in AWS using the Daon sample mobile apps as health checks.
- Authoring, publishing and updating knowledge base articles and web content.
- Tracking and managing Daon and third-party software licenses.
- Administer and improve our Customer Support Portal and other business tools.
- Participate in the on-call weekend rotation as remote support for the global “follow the sun” model.
- Maintains a positive, empathetic and professional attitude toward customers at all times
- Responds promptly to customer inquiries
- Obtains product mastery in order to respond to customer concerns promptly and accordingly
- Keeps records of customer interactions, transactions, comments/complaints/feedback
- Regularly Communicates and coordinates with colleagues as necessary
- Provides feedback on the efficiency of the customer service process

**You have most of the following**:

- Mobile device integration testing or SDK experience.
- Strong knowledge of API and ability to conduct/create REST and SOAP web services call for testing.
- Basic knowledge of system administration (both Linux and Windows)
- Good knowledge of scripting languages (PowerShell, Bash, etc)
- Experience with AWS and its various services (EC2, RDS, VPC, S3, Route53)
- Basic knowledge of SQL database administration (SQLServer, Oracle, MySQL)
- Understanding of TLS/SSL, Apache Tomcat, and security certificates.
- Understanding of common network protocols and services (DNS, HTTP, SSH, SMTP, LDAP)
- Basic programming skills (OOP)
- Familiarity with mobile development languages (Swift/Obj-C and Java/Kotlin)
- Experience with critical incident response
- Familiarity with at least one source code management system. (Preferably Git)

**Critical Success Factors - Personal Traits & Characteristics**:

- Customer focused, flexible and willing to take ownership of issues
- Excellent communication skills - a high percentage of your time will be spent dealing with people at different levels of organisations and clear communication is essential - both verbal and written.
- Strong team player that will readily engage and help others on the team when they are under pressure or overloaded.
- Ability to learn quickly - we provide a training programme that requires self-driven learning. This is a key component to help ramp-up in the job as well as progress your career quickly.
- Self-motivated with the ability to work in a fast-moving environment.

**Don’t worry if you don't tick all the boxes, we are flexible with requirements**:
**Education, Training & Experience Required**:

- Bachelor’s Degree (preferable in Computer Science, Information Technology or related field)
- 2 to 4 years’ experience in a similar role preferred

**What we offer**:

- An opportunity to work in the growing world of biometric and identity management technologies
- The chance to be part of a growing support team
- Competitive compensation & benefits
- Flexible working environment and culture to support work/life balance
- Possibility to travel abroad and much more