Customer Success Engineer

Development support engineer acting as primary touch point for onboarding and supporting client integration to AWS SaaS Service for Identity Verification and Digital ID.  Monitors JIRA ticket queue and resolves client issues related to product integration and performance. Trains with Product Development team to become SME on API and SDK integration to the platform.  Supports Cloud Engineering Team on environment support and product testing.  Support Pre-Sales Engineering Team as advisor for Solution Architecture and design. Monitors system uptime and performance, troubleshooting and resolving errors.  Handles client problems as T1/T2 support and escalates to T3/T4 levels for appropriate issues.

• Become SME on IDEMIA SaaS Solutions
• Implement and maintain client AWS tenants
• Onboard and support clients
• Document internal processes
• Provide client facing documentation
• Provide T1 support and act as escalation point for client issues
• Shared 24/7 support model
• Track client issues using Jira and Salesforce

Qualifications

• Excellent client facing and communication skills
• Junior to Mid Level Coding Experience (JAVA/NodeJS/C#)
• Requires experience with AWS or more cloud computing platforms
• Experience with JIRA and Confluence
• Experience with CURL, POSTMAN and API Development Support
• Ideally experience with Biometric Systems and/or Digital Identity Solutions