Customer Success Engineer

1 semana atrás


São Paulo, São Paulo, Brasil Idemia Tempo inteiro

About the Role

At IDEMIA, we're committed to making the world a safer place through our cutting-edge identity technologies. As a Customer Success Engineer, you'll play a critical role in ensuring the application performance and availability of our services, working closely with other technical teams to deliver exceptional quality to our clients.

Key Responsibilities

  • Analyze and resolve complex technical issues escalated by support teams within agreed service level agreements (SLAs)
  • Collaborate with development teams to reproduce and document customer problems, providing valuable input on product functionality and configuration
  • Design and implement corrective action plans or local workarounds to resolve issues within SLAs
  • Document ticket resolutions and communicate progress to customers
  • Maintain accurate and up-to-date support documentation
  • Perform on-site administration, preventive maintenance, and system upgrades at customer premises
  • Ensure procedures are correctly implemented and maintain IT infrastructure and backend components
  • Conduct in-depth analysis and participate in integration workshops as a subject matter expert
  • Coach and mentor junior Customer Success Engineers

About You

We're looking for a highly skilled and experienced professional who can thrive in a dynamic, global environment. If you have a passion for delivering exceptional technical support and a strong background in IT infrastructure and application performance, we'd love to hear from you.



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