Hybrid Application Support Engineer

at Mobilint, Inc.

• Job title: Application Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS
• Location requirements: Hybrid, Canberra, Australia

About the role

• Application Support Engineer providing technical support and troubleshooting for biometric identity assurance software at Daon in Canberra. Ensuring customer satisfaction and maintaining system reliability through comprehensive support services.

Responsibilities

• Provides comprehensive and professional customer support to ensure customer satisfaction.
• Triaging new support incidents, testing biometric sample applications with our Native and Web SDKs, 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 always.
• Responds promptly to customer inquiries.
• Communicates with customers through various channels, chat, email & phone.
• Obtains product mastery 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.
• (Potential) 2-3 hours work schedule shift to cover Singapore Business hour.

Requirements

• A Bachelor’s or Master’s degree, ideally in Computer Science or a related discipline.
• 5–7 years of experience in technical support, operations, or a similar customer-facing technical role.
• Strong troubleshooting and debugging capabilities, with confidence in diagnosing issues and driving them through to resolution.
• Hands-on experience supporting customers and working with tools such as ticketing systems, email, and live support sessions.
• Clear and effective communication skills, both written and verbal.
• A sharp eye for detail and a structured, solutions-oriented mindset.
• The ability to stay calm, focused, and professional in fast-paced or high-pressure situations.

Benefits

• Professional development opportunities
• Flexible work arrangements