About Us
Veridos is a global leader in integrated identity solutions, trusted by governments, organizations, businesses, and regional authorities worldwide. Our extensive portfolio includes driver license solutions, health cards, ID cards, passports, facial recognition solutions, barcode and magnetic stripe forensic readers, and technological consultancy for producing forgery-proof documents. We offer a comprehensive range of identity solutions at all levels, catering to various needs across the globe.
Job Summary
As an Application Support Engineer, you will work closely with internal teams and external customers to provide technical support, troubleshoot issues, and manage software deployments. You will be involved throughout the entire software lifecycle, including requirements analysis, functional and technical design, coding, configuration, testing, deployment, and ongoing support. Your primary goal is to maintain stable, secure application environments that meet clients' business needs. This is a remote position requiring occasional on-site travel.
Primary Responsibilities
Software & System Support
- Diagnose, troubleshoot, and resolve software, network, hardware, and OS-related issues affecting applications.
- Provide 2nd and 3rd level support for enterprise applications and related systems, ensuring rapid and effective issue resolution.
- Work closely with system administrators, developers, and IT support teams to address complex technical problems.
- Implement monitoring tools and alerting mechanisms to proactively detect system performance issues.
- Maintain detailed documentation of troubleshooting steps, resolutions, and known issues for knowledge sharing and future reference.
Software Deployment & Release Management
- Oversee the end-to-end software release process, including versioning, packaging, testing, and deployment.
- Leverage automation tools and CI/CD pipelines to streamline software releases, ensure deployment stability, and implement rollback strategies as needed.
- Develop and maintain software release notes and user documentation for internal and client use.
- Work closely with QA teams, developers, and DevOps engineers to streamline deployment workflows.
- Ensure all software changes comply with change management policies and regulatory requirements.
- Coordinate post-deployment validation to confirm stability and mitigate any issues.
Technical Configuration & Development
- Configure commercial applications, including image capturing, facial recognition, and SQL/NoSQL databases, to meet business and technical requirements.
- Support software customization and enhancement through scripting and minor development tasks as needed.
- Troubleshoot web-based applications hosted in IIS and Windows Server environments.
- Assist in data migration, transformation, and integration tasks when implementing or upgrading software.
- Collaborate with development teams to identify areas for automation and process improvement.
Change & Configuration Management
- Establish and maintain system change tracking and configuration management processes.
- Ensure all system modifications, patches, and updates undergo proper testing, documentation, risk assessment, and approval before deployment.
- Collaborate with internal stakeholders to assess potential risks and impacts of software changes.
- Maintain version control of software assets and dependencies, ensuring consistency across environments.
Customer & Stakeholder Collaboration
- Collaborate with IT teams, customers, vendors, and business units to align software solutions with technical and business requirements.
- Provide technical guidance and support to internal teams and external customers regarding software functionality and issue resolution.
- Clearly communicate technical concepts and troubleshooting steps to both technical and non-technical audiences.
- Participate in client meetings, product demos, and implementation discussions to ensure smooth software deployments.
- Ensure customer satisfaction by proactively addressing concerns and providing timely updates on issue resolutions.
Secondary Responsibilities
- Manage incoming implementation requests from clients and vendors, prioritizing based on business needs.
- Participate in regular status meetings with IT leadership, providing updates on project progress, issue resolution, and support activities.
- Maintain detailed documentation for troubleshooting procedures, system configurations, and deployment best practices.
- Identify opportunities for process improvement, automation, and workflow optimization in IT operations.
- Assist in IT initiatives such as system performance tuning, process automation, or technology evaluations.
Work Experience & Qualifications:
- Minimum 3 years of experience in software development, application support, or IT system administration in a Windows environment.
- Proficiency in MS SQL (queries, stored procedures, functions) and NoSQL databases (JSON, HTTP/API interfaces).
- Experience with Windows Server administration, IIS management, and authentication configurations.
- Strong foundation in object-oriented programming (Java or C#.NET).
- Working knowledge of network troubleshooting (DNS, TCP/IP, VPNs).
- Experience in customer support and IT service management, providing technical guidance to end users.
- Preferred: Familiarity with Apache Tomcat, biometrics software, or software deployment processes.
Skills and Competencies:
- Strong analytical, troubleshooting, and problem-solving abilities.
- Excellent communication skills, capable of conveying complex concepts to technical and non-technical audiences.
- Ability to manage multiple projects and deadlines in a fast-paced environment.
- Experience in software release management and deployment automation best practices.
- Willingness to work outside regular office hours when necessary and travel periodically to regional and global sites (Company and client locations).
- Self-starter that can take ownership of issues and proactively drive them to resolution with minimal supervision.
Preferred Qualifications (Not Required):
- Knowledge of biometrics or other identity verification workflows.
- Previous experience in a similar IT support role, particularly in a production environment.
- Familiarity with software deployment processes.
- Knowledge of IT infrastructure, including servers, networks, and databases.
- Experience with InnoSetup for building and maintaining installers.
- Previous work experience assisting with managing resolution times for support tickets and uptime metrics for deployed software.
Education:
- Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a closely related field.
- Working Conditions
- Primarily a home office-based role, requiring extended periods of sitting.
- Occasional on-call after-hours support required for software deployments, security patching, or emergency support as needed for troubleshooting / resolving issues.
- Occasional travel to customer and/or internal sites.
Additional Information
This job description is not intended to be all inclusive. The candidate hired will also perform other reasonable related business duties as assigned by the supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.
Veridos America. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.
By applying to this position, you are confirming you possess either United States citizenship, permanent resident status, or valid work permit.
Please note: Offers of employment are contingent upon the completion of a background investigation and drug screening.
The pay range for this position is $90,000 - $101,000 per year. Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.
We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. If you would like to contact us, please contact Human Resources at jointheteam@veridos.com
