Serve as a technical expert in CFD tools helping customers realize their value. Deliver software demonstrations, training, and support as part of a collaborative team.
About the role
- Application Support Engineer providing technical support and troubleshooting for biometric identity assurance software at Daon in Canberra. Ensuring customer satisfaction and maintaining system reliability through comprehensive support services.
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.
- (Potential) 2-3 hours work schedule shift to cover Singapore Business hour.
Requirements
- A Bachelor’s or Master’s degree, ideally in Computer Science or a related discipline.
- 5–7 years of experience in technical support, operations, or a similar customer-facing technical role.
- Strong troubleshooting and debugging capabilities, with confidence in diagnosing issues and driving them through to resolution.
- Hands-on experience supporting customers and working with tools such as ticketing systems, email, and live support sessions.
- Clear and effective communication skills, both written and verbal.
- A sharp eye for detail and a structured, solutions-oriented mindset.
- The ability to stay calm, focused, and professional in fast-paced or high-pressure situations.
Benefits
- Professional development opportunities
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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