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Daon Inc

Application Support Engineer

Customer Support Services – Belgrade, Serbia
Department Customer Support Services
Employment Type Full-Time
Minimum Experience Mid-level


Position:                                Application Support Engineer
Location:                               Belgrade, Serbia
Territory:                               EMEA (Providing follow-the-sun support to EMEA, APAC and Americas)
Travel Requirement:           up to 20% as needed to attend customer sites
Status:                                   Full Time Employee
Reports to:                           CSS Manager


Company Profile:

Want to learn about biometric verification and work with the latest generation smart phone technologies?  Interested in learning new platforms and new technology? 

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. Daon’s IdentityX® Platform for mobile biometric authentication removes friction from the authentication process while dramatically reducing fraud to previously unattainable levels. IdentityX allows businesses to conduct transactions with any consumer at any time with total confidence. Get to know us on TwitterFacebook and LinkedIn.

Role Summary:

To assist Daon customers with biometric mobile application development and deployments.  To expedite the diagnosis and resolution of technical incidents and software licensing issues assigned to the Customer Support group in line with service level agreements.

Role Responsibilities:

The Customer Support team will provide high quality customer support through the performance of triage and troubleshooting, log file analysis, software delivery, ticketing administration, sample app SDK testing, and processing third party and Daon license requests. This is a challenging and expansive role that provides exposure to many different technologies and opportunities for career development into deeper mobile application, frameworks, or software development (SDK) related roles. In addition to remote assistance and troubleshooting, there may be occasional requirements for on-site product installation, performance improvement, or training delivery.

Role Responsibiities:

  • Triaging new support incidents, testing biometric sample applications with our Android SDK and iOS SDK, and providing customer solutions either directly or via escalation processes.
  • Maximizing customer satisfaction on application development issues by understanding our customer’s needs, consulting with our software development team, and providing technical solutions.
  • Support readiness testing of new product releases, its documentation, SDKs and sample apps.
  • Delivering and tracking Daon IdentityX and Digital On-boarding 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.

Required Technical Skills:

  • Mobile device integration testing or SDK experience.
  • REST and SOAP based web services.  
  • Linux competence (preferably Red Hat Enterprise Linux or variants).
  • MS Windows Server competence (basic usage and administration tasks).
  • Experience of operating and maintaining Java based infrastructure, in particular, familiarity with diagnosing and resolving JVM related issues and interpreting Java error messages.

Desirable Technical Skills:

  • iOS App development (XCode IDE, Swift language)
  • Android App development (Android Studio, Java)
  • AWS and its various services (EC2, RDS, VPC, S3, Route53)
  • SQL knowledge and DB administration (Oracle, Microsoft)
  • Server side Java development, including SOAP and/or RESTful web services, Hibernate, Spring
  • Understanding of TLS/SSL, Apache Tomcat, and security certificates.
  • Understanding of common network protocols and services (DNS, HTTP, SSH, SMTP, LDAP)
  • Familiarity with at least one source code management system. (Preferably Git or SVN)

Qualifications & Experience

  • Bachelor’s Degree in Computer Science, Information Technology or related field
  • 2 years’ experience in a similar role preferred



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  • Location
    Belgrade, Serbia
  • Department
    Customer Support Services
  • Employment Type
  • Minimum Experience
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