Opportunity
Would you like to learn about biometric verification and work with the latest generation smart phone technologies? Interested in learning new platforms and new technology? If you consider yourself a high energy, customer focused, problem solving wiz then this is the team for you.
Company Profile
Daon is an innovative provider of award-winning biometric identity assurance software products and services focused on meeting the needs of governments and large commercial organizations worldwide.
We are looking for Customer Support Services Engineer to join our Customer team in Belgrade or Novi Sad. This is an exciting time to join our company and a chance to be part of an established and successful product development team.
This is a ful-time position, with working week: Saturday and Sunday
The Part You’ll Play – Role Summary
Assists Daon customers with biometric mobile application development and deployments. Works with customers and internal teams to expedite the diagnosis and resolution of technical incidents and software licensing issues assigned to the Customer Support group in line with service level agreements.
You will work with a global team to provide high quality customer support through the performance of triage and troubleshooting, log file analysis, software delivery, ticketing administration, sample app SDK testing, and processing third party and Daon license requests. This is a challenging and expansive role that provides exposure to many different technologies and opportunities for career development into deeper mobile application, frameworks, or software development (SDK) related roles. In addition to remote assistance and troubleshooting, there may be occasional requirements for on-site product installation, performance improvement, or training delivery.
Essential Functions & Role Responsibilities
- Provides comprehensive and professional customer support to ensure customer satisfaction
- Triaging new support incidents, testing biometric sample applications with our Android SDK and iOS SDK, and providing customer solutions either directly or via escalation processes.
- Maximizing customer satisfaction on application development issues by understanding our customer’s needs, consulting with our software development team, and providing technical solutions.
- Support readiness testing of new product releases, its documentation, SDKs and sample apps.
- Delivering and tracking Daon IdentityX software releases and documentation to customers.
- Building customer reference environments in AWS using the Daon sample mobile apps as health checks.
- Authoring, publishing and updating knowledge base articles and web content.
- Tracking and managing Daon and third-party software licenses.
- Administer and improve our Customer Support Portal and other business tools.
- Participate in the on-call weekend rotation as remote support for the global “follow the sun” model.
- Maintains a positive, empathetic and professional attitude toward customers at all times
- Responds promptly to customer inquiries
- Communicates with customers through various channels; chat, email & phone
- Obtains product mastery in order to respond to customer concerns promptly and accordingly
- Keeps records of customer interactions, transactions, comments/complaints/feedback
- Regularly Communicates and coordinates with colleagues as necessary
- Provides feedback on the efficiency of the customer service process
You have most of the following
- Prior Experience working in a customer support role whilst partnering with internal teams to effectively resolve issues through email, live chat
- Mobile device integration testing or SDK experience.
- Strong knowledge of API and ability to conduct/create REST and SOAP web services call for testing.
- Basic knowledge of system administration (both Linux and Windows)
- Good knowledge of scripting languages (PowerShell, Bash, etc)
- Experience with AWS and its various services (EC2, RDS, VPC, S3, Route53)
- Basic knowledge of SQL database administration (SQLServer, Oracle, MySQL)
- Understanding of TLS/SSL, Apache Tomcat, and security certificates.
- Understanding of common network protocols and services (DNS, HTTP, SSH, SMTP, LDAP)
- Basic programming skills (OOP)
- Familiarity with mobile development languages (Swift/Obj-C and Java/Kotlin)
- Experience with critical incident response
- Familiarity with at least one source code management system. (Preferably Git)
Critical Success Factors – Personal Traits & Characteristics
- Customer focused, flexible and willing to take ownership of issues
- Excellent communication skills -- a high percentage of your time will be spent dealing with people at different levels of organisations and clear communication is essential – both verbal and written.
- Strong team player that will readily engage and help others on the team when they are under pressure or overloaded.
- Ability to learn quickly – we provide a training programme that requires self-driven learning. This is a key component to help ramp-up in the job as well as progress your career quickly.
- A love of technology – an ideal candidate will have technology running through their veins and impart that passion to clients and the rest of the team.
- Self-motivated with the ability to work in a fast-moving environment.
Don’t worry if you don`t tick all the boxes, we are flexible with requirements!
Education, Training & Experience Required
- Bachelor’s Degree (preferable in Computer Science, Information Technology or related field)
- 2 to 4 years’ experience in a similar role preferred
We offer
Flexible work environment
- Hybrid approach - work from home or office
- Modern new office in the city center in Belgrade
- Working hub in the center of Novi Sad
Health & WellnessFull-covered medical insurance for you and your family
- Fitpass Card
- Company-sponsored life insurance
Learning & Development
An opportunity to work with the latest tech stack within the growing world of biometric and identity
Support in personal skills development through internal and external education
Great Culture
- Organized Sport&Social Club and company events
- Supportive and friendly people
- International working environment
- Possibility to travel abroad and much more!
Selection Process
- Qualified applicants will be invited to schedule a 30-minute introductory call with HR
- Candidates selected for 2nd round interview will then be invited to technical interview
- Candidates selected for 3nd round interview will then be invited to interview with departmant manager
Come join the team that is changing the way biometrics and identity authentication operate globally!
