Senior Software Support Engineer

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

We are looking for a Senior Software Support Engineer to join our Bucharest team supporting customers across Europe.

You will act as a trusted technical partner to our customers, supporting the successful deployment, integration and ongoing optimisation of IDEMIA's solutions across live production environments. From implementation and validation through to upgrades, troubleshooting and continuous improvement, you will play a critical role in delivering exceptional customer outcomes and maximising the value of our technologies.

This is a highly visible and customer-facing position, offering exposure to large-scale deployments, international projects and cutting-edge identity and security technologies.

Key Missions

• Provide L3 support for complex troubleshooting activities related to critical incidents, escalations and customer crises
• Analyse, troubleshoot and resolve tickets escalated by L2 Support teams relating to defects, product issues and customer environments across IDEMIA products and projects
• Support customers during system ramp-up phases, ensuring successful transition into live production environments
• Perform on-site activities including integration, deployment, upgrades and post-implementation support during customer projects
• Test, validate and integrate new software releases, patches and hotfixes prior to production deployment
• Execute system integration and validation testing, including performance, load, high availability, accuracy and security testing
• Investigate issues through detailed log analysis and troubleshooting, raising and tracking incidents through configuration management tools through to resolution
• Produce technical documentation to support installation, testing, operations and administration activities
• Deliver technical training and knowledge transfer sessions to customers, support teams and maintenance teams
• Support the Service Delivery team on technical integration activities, implementation planning and delivery timeframes
• Collaborate closely with engineering, delivery and support functions to continuously improve solution stability, performance and customer satisfaction

Key Technical Skills

• Strong knowledge of Linux environments (Red Hat, CentOS, Debian, etc.) and Windows operating systems, including Windows 10/11 and Windows Server 2016, 2019 and 2022
• Good knowledge of relational and non-relational databases, including MSSQL, PostgreSQL, Oracle and MongoDB
• Strong scripting and automation skills using Python, PowerShell and Bash
• Strong understanding of networking protocols (TCP/IP, HTTP) and security concepts (TLS)
• Basic knowledge of virtualisation and container technologies, including OpenStack, VMware and Kubernetes
• Familiarity with testing, monitoring and observability tools such as SoapUI, Postman, Zabbix, Grafana and Prometheus
• Good understanding of system architecture and enterprise IT environments
• Experience using ticketing and collaboration tools, including Salesforce, Jira and Confluence
• Ability to read and understand source code in at least one high-level programming language, ideally Java or JavaScript, to support troubleshooting and issue investigation
• Good knowledge of DevSecOps principles and CI/CD practices, with exposure to tools such as Jira, TestLink, Jenkins, Ansible and Terraform
• Fluent English communication skills, both written and spoken

Nice to have:

• French and/or Spanish language skills, both written and spoken

Key Behaviours:

• Customer-oriented with strong communication and interpersonal skills
• Collaborative team player, able to work independently and make autonomous decisions when required
• Strong problem-solving skills and analytical mindset
• Continuous improvement mentality with a focus on optimisation and quality
• Adaptable and comfortable working in fast-paced environments
• Willingness to travel internationally when required