Application Engineer developing and maintaining internal tools at Aeroflow Health using VBA and Microsoft Access. Collaborating with teams to improve operational efficiency through automation.
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
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