Application Support Engineer supporting client - facing operations and product implementations for financial technology. Responsible for handling operational issues and providing support across various channels.
About the role
- Application Support Engineer providing critical customer support for biometric identity assurance products. Resolving technical issues and ensuring customer satisfaction through effective communication and problem-solving.
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.
Requirements
- Bachelor’s or Master’s Degree (preferable in Computer Science, or related field)
- 5 to 7 years’ experience in a similar role preferred.
- Extensive hands-on experience in technical support and operations teams.
- Proven ability to troubleshoot, debug, evaluate, escalate, and resolve software issues.
- Background in customer/product support roles, with strong collaboration skills across teams.
- Experience using support channels such as email, ticketing systems, and live web sessions.
- 1+ years of experience writing Python scripts and applications.
- Ability to read, understand, and debug code in at least one of: Objective-C/Swift, Java/Kotlin, or JavaScript.
- Strong scripting skills in PowerShell and Bash.
- Experience in Mobile SDK integration, testing, or development.
- Familiarity with mobile app development languages such as Swift/Objective-C and Java/Kotlin.
- Expertise in supporting mobile application development, testing, and troubleshooting.
- Solid understanding of RESTful APIs and ability to create/execute REST web service calls for testing.
- Knowledge of TLS/SSL, security certificates, and web server technologies such as Apache Tomcat.
- Basic SQL knowledge and scripting (Oracle, MSSQL, MySQL).
- Proficient in Linux environments (non-GUI), particularly Red Hat Enterprise Linux or variants.
- Prior experience with Java-based infrastructure (JVM troubleshooting, interpreting Java error messages).
- Proficiency in AWS services: EC2, RDS, VPC, S3, Route53.
Benefits
- Daon is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Quantum Applications Engineer developing quantum algorithms and applications, mapping them to Atom Computing hardware. Collaborating with partners to advance quantum computing solutions.
Application Engineer responsible for creating bids and coordinating technical offers in water transport projects at Xylem. Collaboration with engineering firms and project management for optimal cost calculations.
Electrical Application Engineer providing power transmission and Motion Control expertise for SEW - EURODRIVE. Driving sales activity and maintaining customer relationships in the Boston area.
Manager leading data engineering and applications for Xcel Energy, ensuring reliability and scalability of pipelines. Overseeing a team to deliver data services and maintain standards.
Applications Engineer for Test & Measurement platform at Pico, acting as a link between engineering and global customers. Responsible for product integration, customer support, and training.
Principal Application Development Engineer at NCR Voyix developing solutions in Oracle Fusion Cloud/EBS. Working on integrations, data migration, and ERP technical architecture with a global team.
Field Application Engineer supporting OPAL - RT's real - time simulation tools and providing customer training. Involves international travel and collaboration across multiple sectors in China.
Director seeking mechanical SDA application engineering team leadership within Cadence. Overseeing staffing, technical vision, and customer engagement.
Application Engineer collaborating with ITO and engineering to aid oil and gas operations at Baker Hughes. Focusing on system objectives, product improvements, and client communications in Stord, Norway.