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Customer Success Engineer

2 meses atrás

São Paulo, São Paulo, Brasil Idemia Tempo inteiro

About Idemia

Idemia is a leading provider of identity and security solutions, dedicated to making the world a safer place through innovative technologies.

Job Summary

This role is responsible for ensuring the optimal performance and availability of Idemia's identity solutions, working closely with cross-functional teams to deliver exceptional customer experiences.

Key Responsibilities

  • Analyze and resolve complex technical issues escalated by support teams within agreed service level agreements (SLAs)
  • Collaborate with product development teams to reproduce and document customer problems, driving solutions and product enhancements
  • Provide input on product and customer-specific functionality, configuration, and usage to ensure seamless integration and optimal performance
  • Design and implement corrective action plans or local workarounds to resolve issues within SLAs
  • Document ticket resolutions and communicate progress to customers, ensuring transparency and accountability
  • Maintain accurate and up-to-date support documentation
  • Perform on-site administration, preventive maintenance, and system upgrades at customer premises during post-go-live periods
  • Ensure procedures are correctly implemented and maintained
  • Oversee IT infrastructure and backend components, including hardware and software, to ensure optimal performance and security
  • Conduct in-depth analysis and troubleshooting in autonomy, with a focus on delivering high-quality results
  • Participate in integration workshops as a subject matter expert and provide coaching to junior team members

Requirements and Qualifications

This role requires a strong technical background, excellent problem-solving skills, and the ability to work effectively in a fast-paced, dynamic environment. The ideal candidate will possess a deep understanding of identity and security technologies, as well as excellent communication and collaboration skills.