Customer Success Engineer
On site
Winnersh, United Kingdom
Full Time
24-03-2025
Job Specifications
This role requires you to be in the office five days a week. After the onboarding period, a hybrid arrangement is possible, with one day a week working from home.
IDEMIA is the global leader in identity and security solutions, supporting government and law enforcement agencies in building a safer world. Our Justice and Public Safety (JPS) Business Line delivers advanced biometric and identity technologies for critical national infrastructure and public sector services.
We are seeking a Customer Support Engineer to join our dedicated team in Winnersh Triangle, playing a vital role in supporting our UK Government and law enforcement customers.
Key Missions :
Analyze, troubleshoot, and resolve complex tickets escalated by Level 1 or 2 support (internal and external), within SLA or internal OLA.
Reproduce and document customer-reported issues and escalate appropriately to product or solution development teams.
Design and implement corrective action plans or local workarounds to meet resolution timelines.
Provide technical support for Linux-based systems and assist in maintaining backend components and IT infrastructure (hardware and software).
Contribute to system upgrades and maintenance activities at customer premises during ramp-up/grace periods.
Perform preventive maintenance and on-site system administration tasks as required.
Maintain and improve support documentation, functional guides, and procedural documents using Microsoft tools.
Assist in maintaining ISO27001 and Cyber Essentials compliance and ensure procedures are properly implemented.
Provide expert input on product functionality, configuration, and usage based on customer-specific needs.
Attend customer workshops and meetings, with occasional travel to client sites across the UK.
What you’ll bring:
Strong experience in a technical support or engineering role, ideally supporting UK Government or public sector clients.
Hands-on expertise with Linux systems (essential).
Familiarity with Python for scripting or troubleshooting (preferred).
Excellent troubleshooting and documentation skills.
Ability to perform independent analysis and manage complex incidents effectively.
Good communication skills and a collaborative mindset to build strong customer and internal relationships.
Full UK Driving Licence.
Eligibility to obtain and maintain UK SC Clearance and NPPV3 Clearance is essential.
Note: To gain clearance, candidates must have lived in the UK continuously for the past 5 years. Criminal convictions may affect eligibility.
Nice to have:
Experience working with or delivering solutions to UK Government departments or law enforcement agencies.
Knowledge of biometric or identity systems is a plus.
About the Company
IDEMIA Group unlocks simpler and safer ways to pay, connect, access, identify, travel and protect public places. With its long-standing expertise in biometrics and cryptography, IDEMIA develops technologies of excellence with an impactful, ethical, and socially responsible approach. Every day, IDEMIA secures billions of interactions in the physical and digital worlds. IDEMIA Group brings together three market-leading businesses that enable mission-critical solutions: • IDEMIA Secure Transactions is the leading technology pr... Know more
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