Customer Support Engineer

This role requires you to be in the office five days a week. After the onboarding period, a hybrid arrangement is possible, with one day a week working from home.

IDEMIA is the global leader in identity and security solutions, supporting government and law enforcement agencies in building a safer world. Our Justice and Public Safety (JPS) Business Line delivers advanced biometric and identity technologies for critical national infrastructure and public sector services.

We are seeking a Customer Support Engineer to join our dedicated team in Winnersh Triangle, playing a vital role in supporting our UK Government and law enforcement customers.

Key Missions :

• Analyze, troubleshoot, and resolve complex tickets escalated by Level 1 or 2 support (internal and external), within SLA or internal OLA.
• Reproduce and document customer-reported issues and escalate appropriately to product or solution development teams.
• Design and implement corrective action plans or local workarounds to meet resolution timelines.
• Provide technical support for Linux-based systems and assist in maintaining backend components and IT infrastructure (hardware and software).
• Contribute to system upgrades and maintenance activities at customer premises during ramp-up/grace periods.
• Perform preventive maintenance and on-site system administration tasks as required.
• Maintain and improve support documentation, functional guides, and procedural documents using Microsoft tools.
• Assist in maintaining ISO27001 and Cyber Essentials compliance and ensure procedures are properly implemented.
• Provide expert input on product functionality, configuration, and usage based on customer-specific needs.
• Attend customer workshops and meetings, with occasional travel to client sites across the UK.

What you’ll bring:

• Strong experience in a technical support or engineering role, ideally supporting UK Government or public sector clients.
• Hands-on expertise with Linux systems (essential).
• Familiarity with Python for scripting or troubleshooting (preferred).
• Excellent troubleshooting and documentation skills.
• Ability to perform independent analysis and manage complex incidents effectively.
• Good communication skills and a collaborative mindset to build strong customer and internal relationships.
• Full UK Driving Licence.
• Eligibility to obtain and maintain UK SC Clearance and NPPV3 Clearance is essential.

Note: To gain clearance, candidates must have lived in the UK continuously for the past 5 years. Criminal convictions may affect eligibility.

Nice to have:

• Experience working with or delivering solutions to UK Government departments or law enforcement agencies.
• Knowledge of biometric or identity systems is a plus.