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    Customer Support Engineer - São Paulo, Brasil - Idemia

    Idemia
    Idemia São Paulo, Brasil

    há 3 dias

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    Descrição

    You may not know our name, but you have surely used our innovations and solutions.

    Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.

    We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.

    We serve our clients in 180 countries thanks to our 15,000 employees worldwide.

    Purpose

    This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

    Key Missions

  • Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
  • Reproduces and document customer problems and escalate them to relevant solution or product development teams
  • Provides input as required on product and customer specific functionality, configuration and usage
  • Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
  • Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
  • Maintains support documentation up to date
  • Carries out on-site administration and preventive maintenance activities
  • Performs system upgrades at customer premises during post go live period (ramp up/grace period)
  • Ensures procedures are correctly implemented
  • Maintains IT infrastructure and backend components, including hardware and software
  • Conducts standard and complex analysis in autonomy
  • Participates to integration workshop as referent
  • Coaches Customer Success Engineersï

    • REQUIREMENTS:
    MUST have skills:
    Advanced English - Conversational English is required for interviews
    Bachelor's Degree in Computer Science, Infocomm Technology/ Engineering or equivalent experience

    Nice to have skills:
    Software Technology: Java logging debugging experience, Web Services, REST JSON APIs
    Kubernetes or any docker based technology, Virtualization

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