Customer Technical Support Engineer

Customer Support / Success Engineer (Fluent Danish & English)👉 Please apply with a CV in English📍 Copenhagen area (with occasional travel to customer site in Copenhagen Airport) | RemoteIDEMIA Public Security – Travel & Transport DivisionAt IDEMIA Public Security, we design and deliver cutting-edge biometric and secure identity solutions that make the world safer and more seamless. In our Travel & Transport business line, we are looking for a Customer Support Engineer - IT Support Engineer to strengthen our team.In this role, you will be the bridge between our support department and engineering teams, ensuring smooth communication, faster resolution of technical issues, and a better experience for both customers and internal stakeholders. You will help enable success not only for our customers but also for our teams.Key ResponsibilitiesAnalyze, troubleshoot, and resolve escalated support tickets (Level 2).Conduct standard and complex analysis in autonomy.Participate in integration, testing, and workshops on customer premises.Maintain IT infrastructure and backend components (hardware & software).Reproduce, document, and escalate issues to Level 3 software support when required.Define corrective action plans or local workarounds within SLA.Perform on-site activities: administration, preventive maintenance, ramp-up support, upgrades, and deployment.Communicate regularly with customers and Service Delivery Managers on progress.Prepare and deliver maintenance documentation, operation manuals, test procedures, and reports.Coach other Customer Success Engineers.Ensure customer satisfaction throughout support and maintenance lifecycle.Technical Skills – RequiredSolid experience administering Linux environments and applications.Troubleshooting with at least one scripting language (preferably Bash).SQL (basic queries: SELECT, UPDATE, INSERT, etc.).Networking fundamentals (TCP/IP, HTTP, encryption protocols).Troubleshooting/debugging live software systems.Kubernetes (basic administration).VMware ESXi (administration & troubleshooting).Web/application servers (Apache, JBoss).Strong root cause analysis (RCA) skills.Availability to travel abroad (2–4 times/year).Fluent in Danish and EnglishNice to HaveExperience with IBM/HP Servers, SAN, Dell, and PC servers.Advanced scripting (Python, Shell).Java or other OOP languages (reading/debugging).Experience in customization, development, or system integration.Oracle database administration.ITIL certification or equivalent experience.NetApp technology experience.Windows Server administration.Soft SkillsStrong customer orientation and communication skills.Collaborative and team-oriented, with the ability to take initiative.Problem-solving mindset and continuous improvement attitude.