Application Support Engineer
2 weeks ago
About IDENTOS Inc.
IDENTOS has become recognized and referenced globally for building and operating privacy first, access control software that serves to ensure that the login, identity verification and consent process is secure and convenient - advancing digital experiences in health, digital government and more.
Human First
→ People are #1. Respect, Empathy and Compassion are core to our values
Customer Obsessed
→ Love our customers and strive for their success (We succeed with them)
Lifelong Learners
→ We are committed to improving, growing, evolving and being our best
Tech for Good
→ Let’s solve big problems for the betterment of society
End Users Matter
→ Design, build and serve our customers with their end customers in focus
Our Guiding Principles
Vision: To create a digital future where individuals and society benefit from the safe, transparent and accountable use of personal data online.
Mission: We align our efforts with the evolving needs of our clients and their users. Providing organizations with flexible data access solutions that make digital service delivery more accessible, secure and scalable.
Imperatives:
- Happy Customers & Engaged Employees
- Recurring Revenue Growth
- Measure and Grow Shareholder Value
WHO WE’RE LOOKING FOR
We are looking for an Application Support Engineer to become the expert in installing, configuring and maintaining IDENTOS software products, in a variety of deployment models and also assisting with the internal IT Infrastructure supporting our customers. In this role, your duties will include installation, configuration and operation of IDENTOS based products and solutions, collaborating with colleagues, supporting mobile app releases and app store publishing. You will be a key member of our Technical Operations team but also be required to provide support to our client delivery and implementation team.
Here at IDENTOS, we promote a culture of support and development, so if you are a new grad looking for your next or first opportunity, we’d love to hear from you
Key Responsibilities:
- Contribute to the 24/7/365 operations and support of IDENTOS managed services and FPX product portfolio
- As part of the Technical Operations team, ensure IDENTOS meets or exceeds customer Service Level Agreements (SLAs)
- Be part of an on-call / after-hours support and operations team
- Respond to incidents and execute changes within the IDENTOS managed service environment
- Working with the delivery team to ensure smooth transition from implementation to steady-state
- Working with the product team to ensure that managed services feature requirements are understood and prioritized
- Working with the compliance team to ensure we meet our ISO and compliance obligations
- Support mobile app releases, manage app store release processes
- Provide professional and timely correspondence with customers
- Perform analysis on software application functionality, suggesting improvements
- Determine root causes of application errors or performance issues in a timely manner
- Discern and escalate serious concerns to our support and product teams
- Keep a record of configuration changes and scheduled application updates
- Document processes and monitoring application performance metrics
- Contribute and maintain knowledge base articles
- Proactively follow-up on all assigned issues to ensure satisfactory closure
Skills and Requirements
- Experience in similar role within Application Support, preferred
- Experience supporting clients and troubleshooting their issues while maintaining a positive and helpful attitude
- Experience or proven ability to write client facing documentation
- Experience working with a Business Analyst or similar role
- Excellent written and verbal and communication skill in English
- Ability to handle sensitive and confidential information
Technical Stack Requirements
- Hands-on support and administration of production Kubernetes environments
- Experience delivering support within an ITIL based service delivery model
- Experience Client / Service environment including iOS and Android mobile applications
- Proven experience installing, configuring and supporting Linux-based operating systems
- Experience with Terraform, Helm, cert-manager or related technologies, a bonus
- Exposure to common applications and file formats: DOCX, RTF, PPT, XLSX, HTML and XML
- Network knowledge: IP, TCP, HTTP, firewalls and proxy servers
- Experience with Microsoft Azure, AWS or GCP services
- Experience with logging/security solutions such as Defender, Splunk, Azure Log Monitor or Splunk (highly preferred)
- Exposure to Google Play and Apple app stores.
- Working knowledge of web development frameworks (e.g. React, etc…)
- Working knowledge of database technologies and languages (e.g. SQL, etc…)
- Experience working with the Atlassian tool set
Why IDENTOS?
Humans-first is one of our core principles here at IDENTOS, so we want to make sure you are taken care of, both professionally, and personally
- Birthday Day Off - treat it as an extra paid day off, to be taken on your actual birthday or anytime during the fiscal year
- Wellness Friday’s - once a month, on a Friday of course, we have Wellness Friday’s, where we end our day at 12pm to give our employees an extra long-weekend to rest and recharge
- Teammate of the month - $100 for any store of your choosing, a nominated and chosen employee once a month to recognize and thank them for all that they do
- Culture Team - A chance to enhance our already awesome culture - we’re always looking for new perspectives and fun ideas
- Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
- Stock options
- and so much more - join our team to find out
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