Connectivity Services - Global Technical Support (GTS)

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

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

Responsibilities:

Provide technical support by investigating, troubleshooting, and resolving complex incidents escalated by customer-facing support teams and technical communities.

Support internal global technical teams by serving as a subject matter expert for Smart Card, eSIM, IoT, and digital connectivity solutions.

Analyze, reproduce, and document technical issues, working closely with Product Development, R&D, and engineering teams to drive resolution.

Manage, prioritize, and coordinate Jira tickets to ensure timely resolution within agreed service levels and operational objectives.

Develop and implement effective workarounds, corrective actions, and technical recommendations to minimize business and operational impact.

Act as the technical liaison between global support teams and technical stakeholders, providing guidance on product functionality, configuration, and best practices.

Lead or contribute to continuous improvement initiatives, including support process optimization, tool enhancements, automation opportunities, and knowledge management projects.

Create and maintain technical documentation, knowledge articles, and troubleshooting guides while promoting knowledge sharing across the technical community.

Profile & Other Information

Qualifications

Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related technical field.

Minimum 4-5 years of experience in Technical Support, Telecom, Mobile Connectivity, Smart Card, eSIM, or related technology environments.

Hands-on experience in the Smart Card industry is required, with solid understanding of SIM/eSIM technologies, provisioning processes, and mobile network ecosystems.

Experience supporting IoT connectivity solutions, digital profile management, or related mobile connectivity technologies is required.

Strong English communication skills with the ability to explain complex technical concepts clearly and collaborate effectively in a global, cross-functional environment.

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