Support Engineer

• Handle tickets raised by users or partners (bugs, investigations, functional or accounting anomalies), analyze and diagnose incidents, prioritize requests according to their impact, and coordinate their resolution with the relevant teams.
• Master the main features and modules of the platform to understand customer use cases, reproduce reported issues, and support users on accounting and functional matters.
• Work closely with developers, product, support and operations teams to ensure fast and durable resolution of identified issues.
• Be able to investigate simple technical issues using the available tools (APIs, logs, Postman, basic SQL), understand technical exchanges with developers, and facilitate communication between business and tech teams.
• Document solutions, processes and best practices in the knowledge base to improve support quality and streamline future incident resolution.
• Identify recurring issues, report observed trends and actively contribute to continuous improvement of the product and internal processes.
• Help upskill team members, share best practices and contribute to a collaborative, solution-oriented culture.

Technical and Accounting Support Expert

• Provide day-to-day technical support for employees, troubleshooting hardware, software, and access-related issues.
• Manage user accounts and permissions across platforms including Okta, Google Workspace, Microsoft 365, Slack, and other business applications.
• Deploy, configure, and maintain laptops (macOS & Windows) and mobile devices (iPhone & Android) throughout employee lifecycle processes.
• Lead IT onboarding and offboarding activities, including account provisioning, equipment management, and employee training on IT tools and best practices.
• Maintain accurate hardware and software inventories and ensure asset lifecycle tracking.
• Support unified communications and meeting room technologies across all Akur8 offices.
• Collaborate with the Security Team to implement and maintain IT security standards, policies, and best practices.
• Contribute to the continuous improvement of IT processes, documentation, and end-user experience.

IT Support Engineer

• Coordonner les actions et la communication avec les clients afin de résoudre les problématiques liées aux produits, à la configuration et aux applications des solutions HAC.
• Prendre les appels clients
• Identifier les problématiques rencontrées
• Résoudre à distance les incidents de type L2
• Rechercher et résoudre les problèmes impliquant tous les aspects des solutions HAC
• Transmettre aux équipes concernées les informations nécessaires à la correction des problèmes de configuration
• Assurer la coordination de l’équipe sur les résolutions.

Support Technique HAC

• L3 Support over the portfolio of MARSS Products and Services: Engage in Systems troubleshooting through remote shell connection
• Proactive checks of systems and sensors
• Documentation: create / update troubleshooting procedures, intervention reports, ad-hoc tips and guides, Knowledge Base
• Collaboration and support with other teams
• Engage in L1 / L2 Support for products and services
• Support our own Field Engineers and Field Technicians remotely
• Interface with the dev team for L3 issues
• Interact with Project Managers in pre-commissioning phases
• Systems fine-tuning and calibration
• Configuring & Commissioning system devices / servers
• Participate in or own technical assignments
• Ad hoc on-duty time out of office hours
• Travel to sites for local support

System L3 Support Engineer

• Support L3 teams for complex troubleshooting related to critical incidents or crises
• Analyze, Troubleshoot, solve self-assigned tickets escalated by Support L2 teams as defects for IDEMIA Products or Projects
• System ramp up support on customer site
• When on-site upgrade, perform activities of integration, deployment and customer on-site post-support
• Test and integrate software releases/patches
• Performs system integration and validation test including load, performance, high availability, accuracy and security tests
• Investigates issues by analyzing logs during tests execution, reports incidents through configuration management tool and monitors them until closure
• Produces documents that will allow proper installation, testing, operations and administration
• Prepares and provides training for customer, support & maintenance teams
• Supports the Service Delivery team on specific technical requests on integration activities, including implementation duration and timeframe

Senior Software Support Engineer

• Build and nurture strong relationships with key stakeholders, becoming a trusted advisor on their technical, scientific, and operational needs.
• Translate complex customer requirements into actionable technical solutions.
• Work closely with the customer to achieve their quantum computing research objectives.
• Lead onboarding sessions for new users, ensuring seamless adoption of QM products.
• Conduct comprehensive training sessions, covering topics from basic functionality to advanced applications tailored to customer needs.
• Act as the primary contact for customer inquiries and issues, leading troubleshooting efforts in collaboration with R&D and product teams to provide timely and effective resolutions.
• Lead technical installations and integration of QM solutions for the customer.
• Maintain a comprehensive understanding of the customer’s ongoing issues, requests, and resolutions.

Customer Support Engineer

• Vous réalisez une assistance et un support technique de qualité auprès des utilisateurs
• Vous assurez le traitement des demandes d’assistance de nos clients
• Vous apportez les solutions techniques ou fonctionnelles adaptées
• Vous interviendrez sur des missions orientées améliorations ou de micro-formations

Alternance Technicien Support, ERP

• Assurer le support applicatif de niveau 2 sur les logiciels métiers
• Analyser et résoudre les incidents non traités en niveau 1
• Collaborer avec les équipes métiers pour comprendre les processus fonctionnels
• Escalader les anomalies techniques aux équipes de développement ou aux éditeurs
• Participer aux phases de tests fonctionnels et recettes
• Rédiger et maintenir la documentation utilisateur et les procédures internes
• Former les utilisateurs clés ou les référents sur les outils applicatifs
• Assurer la supervision en temps réel des équipements critiques
• Réagir rapidement aux alertes et anomalies techniques
• Exécuter les procédures d’exploitation (relance de services, vérification de flux, contrôle de la donnée)
• Participer à la gestion des incidents techniques et rédiger les rapports d’intervention
• Contribuer à l'amélioration continue des procédures de supervision
• Maintenir la stabilité des logiciels métiers utilisés dans les opérations industrielles

Technicien support applicatif – CDI

• Ticket management, investigation and follow-up: Take ownership of tickets (whether bugs or investigations) reported by users and various partners or stakeholders, analyze and diagnose bugs or incidents, assess their severity to prioritize them, organize their efficient handling through to resolution, and ensure regular follow-up and clear communication with stakeholders throughout the process
• Product knowledge: Master the main features and modules, be able to use the platform, explain how it works and reproduce customer use cases
• Coordination with internal teams: Work in cooperation with developers, product teams, other support teams, etc., to ensure the rapid and lasting resolution of identified issues (QA, processes, etc.)
• Documentation: Formalize knowledge, solutions provided and processes in the knowledge base to enrich the internal repository and facilitate ticket handling and future resolution
• Continuous improvement: Report trends or recurring issues to your team lead, propose process or product improvement areas, and participate in implementing training and corrective or preventive measures
• Mentoring and training: Support the onboarding and skill development of new team members through various formats, share best practices and encourage mutual support within the team.

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