Customer Success Engineer (Cloud Engineer III)

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

• Serve as the primary technical point of contact for client onboarding and integration with AWS-based Identity Verification and Digital ID SaaS solutions
• Develop deep subject matter expertise (SME) in IDEMIA SaaS platforms, including API and SDK integrations
• Implement, configure, and maintain client AWS tenant environments to ensure stability, security, and performance
• Lead client onboarding and provide ongoing technical support throughout the customer lifecycle
• Monitor system uptime, performance, and reliability; troubleshoot and resolve production issues
• Manage and resolve client issues by monitoring JIRA ticket queues and tracking cases through Jira and Salesforce
• Provide Tier 1 and Tier 2 support, serving as an escalation point for client issues and coordinating escalation to Tier 3/Tier 4 teams as needed
• Collaborate with Product Development to support integration efforts and contribute to testing and release validation
• Support Cloud Engineering with environment stability, operational support, and product testing
• Advise Pre-Sales Engineering teams on solution architecture, technical design, and integration feasibility
• Create and maintain internal process documentation, runbooks, and operational guides
• Produce clear, client-facing technical documentation to support onboarding and integration
• Participate in a shared on-call support model to ensure continuous service availability

• Strong client-facing presence with excellent written and verbal communication skills
• Junior to mid-level software development experience in Java, Node.js, and/or C#
• Hands-on experience with AWS and/or other cloud computing platforms
• Proficient in using Jira and Confluence for issue tracking and documentation
• Experience supporting API development and troubleshooting using tools such as cURL and Postman
• Preferred experience with biometric systems and/or digital identity solutions

Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.