Support L3 teams for complex troubleshooting related to critical incidents or crises
Analyze, Troubleshoot, solve self-assigned tickets escalated by Support L2 teams as defects for IDEMIA Products or Projects
System ramp up support on customer site
When on-site upgrade, perform activities of integration, deployment and customer on-site post-support
Test and integrate software releases/patches
Performs system integration and validation test including load, performance, high availability, accuracy and security tests
Investigates issues by analyzing logs during tests execution, reports incidents through configuration management tool and monitors them until closure
Produces documents that will allow proper installation, testing, operations and administration
Prepares and provides training for customer, support & maintenance teams
Supports the Service Delivery team on specific technical requests on integration activities, including implementation duration and timeframe

Strong Knowledge in Linux (Linux Red Hat, CentOS, Debian etc.)
Good relational Database knowledge (MSSQL, PostgreSQL, Oracle, MongoDB)
Very good scripting knowledge (Python, PowerShell, Bash)
Very good Network (TCP/IP, HTTP) and security (TLS) knowledge
Basic Knowledge on virtualization (OpenStack, VMware, k8s etc.)
Basic Knowledge of testing and monitoring tools (SOAPUI, Postman, Zabbix, Grafana, Prometheus)
Good System & IT architecture knowledge
Good knowledge with ticketing and collaboration tools (Salesforce, Jira, Confluence, etc)
Basic knowledge about one of the high-level programming languages (Java, JavaScript)
Good Knowledge of DevSecOps tools and CI/CD Knowledge like Jira, Testlink, Jenkins, Ansible, Terraform.

Senior Software Support Engineer

Key skills