DK - Customer Success /Field Service Engineering 2

Purpose

Please apply with a resume/ CV in english

Essentially, Customer Support/ Success Engineer facilitates communication between the Idemia Public Security Travel & Transport support department, and all others, speeding up the resolution time for support issues, and directly representing the voice of the customer to the IPS skills center teams. The Success Engineering role makes not just the customer more successful, but also the internal stakeholders. They help make sure we are operating most efficiently as a team to support customers. This role enables the support and engineering teams, and the customer, to all have a better experience.

Key Missions

• 
  

  •  Analyze, Troubleshoot, solve self-assigned tickets escalated by Support Level 1 (agencies),
  • Conduct standard and complex analysis in autonomy,

  
  • Participate to integration and tests activities on site,
  • Participate to integration workshop as referent,
  • Maintain components of IT infra and backend, including Hardware and Software,
  • Reproduce customer issues and document them before escalation to L3 Software support team,
  • Formalize corrective action plans or local workaround within the SLA,
  • Solve or escalate the analysis to the Level 3 support internal team or suppliers for getting a permanent fix or further investigation and expertise,
  • Communicate regularly to keep the customer and Service Delivery Managers informed on the progress,
  • Delivered maintenance documentation, operation manual, test procedures and test reports,
  • Perform on-site administration activities and preventive maintenance – customer premises,
  • System ramp up support on site – customer premises,
  • When on-site upgrade, perform activities of integration, deployment and on-site post-support – customer premises,
  • Fill-in Support ticket tracking tool appropriately,
  • Ensure customer satisfaction in maintenance and support,
  • Coach other Customer Success Engineers.


•  

Profile & Other Information

Key technical skills
• Good experience in offering support of administrating Linux environments and/or applications.
• Experience troubleshooting with at least one Scripting language: (preferably Bash)
• Relevant experience with SQL – ( basic queries: Select, update, Insert, etc.)
• Basic networking skills (e.g. TCP/IP , HTTP, or any encryption methods/protocols)
• Knowledgeable of basic troubleshooting and debugging live software systems.
• Basic administration experience with Kubernetes ( K8s )
• Basic experience in VMware ESXI server ( administration & Troubleshooting)
• Basic experience with any web/application servers (e.g. Apache, JBoss)
• Very good abilities for root cause analysis (RCA)
• Availability to travel for short periods of time, 2-4 times per year, to perform on-site Integration, Deployment and/or post-support.

• Fluent Danish and Englosh languages

 
Nice to have:

• Experience in maintaining IBM/HP Servers, SAN, Dell, and PC servers
• Good/very good scripting skills (Python, shell scripts…) – for debugging purposes
• Knowledgeable in Java or any other OOP language. (able to read and understand code)
• Experience in development, customization, and integration would be an added advantage
• Knowledgeable in administrating and maintaining Oracle Database
• Certification in system management best practices (ITIL) is a plus (or relevant experience).
• Experience in NetApp technology is a plus
• Experience with Windows Servers is a plus.
 
Key soft skills & behavior
• Customer oriented,
• Interpersonal and communication skills,
• Constructive collaboration,
• Team player, able to make autonomous decisions if needed,
• Continuous improvement (implementation reviews, optimization, decrease no. of bugs detected in production etc.)
• Problem solving skills,
• Willingness to travel abroad.

Seize all the opportunities of our fast-paced environment. Expect the unexpected.