Customer Success Engineer

IDEMIA

75d • $93,440 - $116,813

About The Position

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Requirements

• Become SME on IDEMIA SaaS ID&V Solution
• Implement and maintain client AWS tenants
• Onboard and support client integration
• Document internal processes
• Provide client facing documentation
• Provide T1/T2 support and act as escalation point for client issues
• Shared 24/7 support model
• Track client issues using Jira and Salesforce
• Assist with internal development efforts

Nice To Haves

• Experience with Biometric Systems and/or Digital Identity Solutions

Responsibilities

• Act as primary touch point for onboarding and supporting client integration to AWS SaaS Service for Identity Verification and Digital ID.
• Monitor JIRA ticket queue and resolve client issues related to product integration and performance.
• Train with Product Development team to become SME on API and SDK integration to the platform.
• Support Cloud Engineering Team on environment support and product testing.
• Advise Pre-Sales Engineering Team for Solution Architecture and design.
• Monitor system uptime and performance, troubleshooting and resolving errors.
• Handle client problems as T1/T2 support and escalate to T3/T4 levels for appropriate issues.

Benefits

• Competitive total rewards package
• Opportunities to support team member growth and success

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees