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

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies

www.idemia.com