Customer Support Services Engineer

Customer Support Services · Dublin, Leinster
Department Customer Support Services
Employment Type Full-Time
Minimum Experience Experienced

Role Summary:

Daon is seeking a Customer Support Services Engineer to join our Support team in Dublin, Ireland. You will work closely with a group of hard-working, super smart developers to provide consultancy and support to our customers using our Biometric Identification product set. The role requires you to have hands-on technical experience, excellent customer focus and great problem-solving skills across the full application stack, from front end development to server-side Java and database platforms. 


You will need to be self-motivated and able to work in an agile environment, providing high quality customer support through the performance of triage and troubleshooting, log file analysis, software delivery, ticketing administration and reporting.  In addition to remote assistance and troubleshooting, there will be occasional requirements for on-site product installation, configuration, and training delivery.


Key Role Responsibilities:

  • Resolving customer issues (via multiple channels), either directly or via escalation processes
  • Seeking to maximize customer satisfaction on all issues by understanding our customers and listening to their needs
  • Reporting and managing product defects and/or enhancement requests
  • Performing quality assurance on product releases and associated documentation
  • Delivering and tracking software releases to customers
  • Creating and maintaining knowledge base content
  • Creating, maintaining, and delivering training material
  • Design and deliver process improvement
  • Will be required to work an on-call rota at weekends (remotely) in support of the global “follow the sun” model
  • Other duties will be assigned as the role evolves and the business develops
  • Travel required as needed 0% - 25%


Education/Training/Experience:

  • 5+ years’ experience in a similar role of Product Technical Support
  • Bachelor’s and above Degree in Information Technology, Computer Science, or similar
  • Basic Linux and Windows Server Administration competence (preferably Red Hat Enterprise Linux or variants)
  • Ability to READ and DEBUG code in at least one of the following languages: Objective-C/Swift, Java/Kotlin, or JavaScript
  • Knowledge of RESTful API, and the ability to conduct/create REST web services call for testing
  • Experience of operating and maintaining Java based infrastructure and familiarity with diagnosing and resolving JVM related issues and interpreting Java stack traces and error messages
  • Basic understanding of TLS/SSL, Apache Tomcat, and security certificates

 

Education/Training/Experience:

  • Mobile device integration testing or SDK experience
  • iOS or Android App Dev Experience (Obj-C/Swift)
  • Cloud Platform Experience (AWS/GCP/Azure)
  • Understanding of common network protocols and services (DNS, HTTP(S), SSH, LDAP)


Additional Information:

Visits to Daon offices and client sites will be required in this global position (travel up to 30%).


Company Profile

Daon, www.daon.com, is an innovator in developing and deploying biometric authentication and identity assurance solutions worldwide. Daon has pioneered methods for securely and conveniently combining biometric and identity capabilities in multiple channels with large-scale deployments that span payments verification, digital banking, and securing borders and critical infrastructure. Daon’s solutions provide our customers with choice, making it easier and safer for people to conduct business online, travel, vote, and so much more.

 

The Daon DNA

We believe an organization’s culture is more than just shared values and beliefs. It is created through consistent and authentic behaviors and includes honesty, integrity, respect, and professionalism.


We Offer:

  • An opportunity to work in the growing world of biometric and identity management technologies.
  • Competitive compensation & benefits
  • A flexible working environment to create a well-balanced work/life schedule for you and your family.


And much more!

Thank You

Your application was submitted successfully.

  • Location
    Dublin, Leinster
  • Department
    Customer Support Services
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced