Application Support Engineer

Opportunity

Want to learn about biometric verification and work with the latest generation of smartphone technologies? Interested in learning new platforms and new technology? This is the job for you! Daon is an innovative provider of award-winning biometric identity assurance software products and services focused on meeting the needs of governments and large commercial organizations worldwide.

We are currently looking for a highly motivated Application Support Engineer to join the Support team in our Dublin's office.
Your Contribution

The Application Support Engineer position is critical for maintaining high-quality support services and ensuring the technical needs of customers are met efficiently. This role delivers value by resolving customer issues, maintaining system reliability, and contributing to a seamless user experience, which directly supports customer satisfaction and retention. With the company’s continued growth, the position also helps uphold service level agreements (SLAs) and ensures the support team can handle increasing demand effectively.
Key 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.

You have:

•    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.

More precisely, you have following skills and knowledge: 

Programming & Scripting:

•    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.

Mobile Development & Support:

•    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.

Web Technologies & APIs:
•    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.

Database & System Administration:
•    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.

Join the brightest minds from around the globe as we build the future of digital identity!

Daon is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or any other legally protected status. We celebrate diversity and are dedicated to creating an environment where all employees feel valued, respected, and supported.