Technical Support Cloud Engineer 2

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

About IDEMIA Public Security

We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode

Purpose

The Technical Support Cloud Engineer is responsible for maintaining and supporting IDEMIA's cloud infrastructure, while also providing exceptional customer service. This includes creating cloud tenants for new customer onboarding, ensuring the performance, security, and cost-efficiency of cloud environments. Leveraging cloud technologies, automation tools, and DevSecOps principles, this role involves troubleshooting, documentation, and continuous improvement in cloud-based systems and services.

Ultimately, you will be a trusted resource for our customers, providing timely and accurate solutions to their technical problems.

Key Missions

Create and configure cloud tenants/environments for new customer onboarding and deployment tasks. Implement cloud architecture to meet customer requirements while ensuring alignment with company security and technical standards. Operate and maintain cloud infrastructure to guarantee high performance, security, and cost-efficiency. Serve as the technical subject matter expert throughout the entire lifecycle of cloud solutions and infrastructure, providing end-to-end support. Troubleshoot, analyze, and resolve escalated issues from Level 1 and Level 2 teams related to cloud services and infrastructure. Promote DevSecOps principles and automation across the team, ensuring secure, scalable, and automated cloud solutions. Document cloud architecture, deployment procedures, troubleshooting steps, and issue resolutions for internal and customer-facing use. Provide exceptional customer service by addressing technical issues promptly, accurately, and proactively to ensure customer satisfaction. Continuously monitor, optimize, and improve cloud-based systems and services for performance and efficiency. Design corrective action plans and implement workarounds for cloud-based issues within SLA, ensuring commitment to resolution timelines. Ensure proper ticket logging, management, and escalation of cloud-related issues using tracking tools. Provide feedback on customer-specific functionality, configuration, and cloud environment requirements. Communicate effectively with customers and vendors, providing timely updates on technical issues and status.

Technical Skills

Knowledge and experience in 2 or more of the following skill sets:

Knowledge and experience in 2 or more of the following skill sets: Linux and Windows server administration in cloud environments (AWS, Azure, or equivalent) Cloud tenant creation, deployment, and configuration for customer onboarding Container orchestration tools (e.g., Kubernetes, Docker) Automation tools (e.g., Ansible, Terraform) for cloud infrastructure management Monitoring and troubleshooting cloud infrastructure Networking concepts, including virtual private clouds (VPC), load balancers, security groups, and firewalls Database management (PostgreSQL, MSSQL, MySQL, Oracle) in cloud environments DevOps/DevSecOps methods and tools (e.g., CI/CD pipelines, Git) Programming or scripting languages for automation (e.g., Python, Shell scripting)

Familiarity with the following will be advantageous: Infrastructure-as-Code (IaC) tools like Terraform and Ansible Configuration management and orchestration (e.g., Helm for Kubernetes package management) Cybersecurity best practices in cloud environments Cloud-based storage management and security Multi-cloud architecture and hybrid cloud solutions

Experience & background:

• 2 to 5 years of experience in technical support and systems administration in a vendor environment

Education:

• Degree or Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience

  Travel requirements:

• Preferably possesses own transport

• Ability to travel overseas as required

Specific info linked to BU / region:

• Be prepared to work in shifts, including providing 24/7 support for customers in different time zones when required