Customer Success Engineer

As a Customer Support / Success Engineer, you will play a key role in ensuring the performance, availability and reliability of our local applications and systems. Working closely with our technical teams, customers and end users, you will help deliver a high-quality service and ensure that issues are resolved quickly and efficiently.

You will act as a technical bridge between the customer, the IPS Public Security, Travel & Transport support organization and our internal engineering teams, helping accelerate issue resolution while representing the voice of the customer.

This role combines technical troubleshooting, system administration, customer interaction and continuous improvement, with the opportunity to work on complex and critical environments.

Key Missions

• Analyze, troubleshoot and resolve tickets escalated by Level 1 or Level 2 support teams, within agreed SLA or internal OLA

• Reproduce customer issues, document findings and prepare escalations to the L3 Software Support team

• Provide technical input on product functionality, customer-specific configurations and usage

• Design corrective action plans and local workarounds to ensure issues are resolved within SLA

• Document ticket resolution and ensure clear communication and regular reporting to customers on progress

• Maintain support documentation and operational procedures up to date

• Deliver maintenance documentation, operation manuals, test procedures and test reports

• Perform on-site administration and preventive maintenance activities at customer premises

• Perform system upgrades at customer premises during the post-go-live, ramp-up or grace period

• Ensure procedures are correctly implemented and followed

• Maintain and troubleshoot IT infrastructure and backend components, including hardware and software

• Participate in on-site integration, deployment and testing activities

• Conduct technical analysis with guidance from a Customer Success Engineer 2

• Communicate regularly with customers and Service Delivery Managers to keep them informed of progress

• Accurately update and maintain the support ticket tracking tool

  Contribute to ensuring customer satisfaction throughout maintenance and support activities

Profile description:

• Experience with IBM/HP, Dell and PC servers, SAN or NetApp technologies
• Strong scripting skills in Python, Bash or Shell
• Knowledge of Java or another object-oriented programming language, with the ability to read and understand code
• Experience in software development, customization or system integration
• Experience administering and maintaining Oracle databases
• Basic SQL skills (SELECT, INSERT, UPDATE, etc.)
• ITIL certification or equivalent experience with IT service management best practices
• Experience with Windows Server environments
• Customer-focused and committed to delivering a high-quality service
• Strong communicator, comfortable interacting with customers and technical teams
• Collaborative and able to build effective relationships across different teams
• Team player who can also work independently and make decisions when required
• Curious and driven by continuous improvement and operational excellence
• Analytical, proactive and solution-oriented
• Comfortable working in a fast-paced, international environment
• Open to travelling abroad and discovering new technical and customer environments

What we are looking for

A customer-oriented, proactive and solution-driven team player , comfortable working independently in a fast-paced international environment and collaborating with both technical teams and customers.