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: Apache, AWS, EC2, Java, JavaScript, Kotlin, Linux, MySQL, Objective-C, Oracle, Python, SQL, Swift
• Location requirements: Hybrid, Dublin, Ireland

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