Application Support Engineer

Role Overview

• Monitor IDEMIA services and application performance, identifying potential issues
• Offer first response to IDEMIA customers complying with strict SLAs
• Assistance for resolving customers' technical issues related to IDEMIA applications
• Work independently for problems analysis and implement workarounds in compliance with IDEMIA support standards and conventions
• Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer
• Provide technical expertise on IDEMIA products and support fundamentals to internal or external customers, as required
• Assist all support team staff as required in order to meet deadlines and customer support priorities
• Establish and maintain trust with the customer, providing technical assistance as required
• Monitoring of the existing contract with providers involved in the provision of the service in order to ensure the performance of the defined activities to meet the commitments agreed with customers, service levels, scheduled and corrective maintenance
• Follow up on the execution of works carried out by second-level support to ensure compliance with standards, specifications, and scheduled activities
• Provide input as required on product and customer specific functionality, configuration, and usage for training and documentation purposes
• Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds
• Follow up on incidents and document their solution in tickets or KB
• Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving service quality within the company

Requirements

• Batch programming, basic knowledge of Unix/Linux CLI (Ubuntu) and Windows Operating Systems
• Databases: MySQL CLI and logical understanding of SQL queries, NoSQL distributed databases
• Basic understanding of the monitoring tools and Log investigation (search patterns, understand logging structure)
• Basic computer networking skills
• General understanding of cloud computing concepts, particularly focusing on Microsoft Azure
• Amazon Web Services (AWS) is a plus
• Advanced level of English
• Romanian is preferable

Tech Stack

• AWS
• Azure
• Cloud
• Linux
• MySQL
• NoSQL
• SQL
• Unix

Benefits

• Full-time work
• On-site work in Bucharest, Romania