Opportunity
Want to learn about biometric verification and work with the latest generation of smartphone technologies? Interested in learning new platforms and new technology? This is the job for you Daon is an innovative provider of award-winning biometric identity assurance software products and services focused on meeting the needs of governments and large commercial organizations worldwide.
Daon provides innovative, award-winning identity management products and services to global businesses and public sector organizations. Our team of engineers and scientists has patented and brought to market more biometric identity verification systems and technologies than any team, anywhere. A privately held company with major offices in Europe, Australia, and North America, Daon has been providing fraud prevention solutions to organizations across six continents for over two decades.
We are currently looking for a highly motivated Application Support Engineer to join the Support team in our Canberra's office.
Your Contribution:
The Application Support Engineer position is critical for maintaining high-quality support services and ensuring the technical needs of customers are met efficiently. This role delivers value by resolving customer issues, maintaining system reliability, and contributing to a seamless user experience, which directly supports customer satisfaction and retention. With the company's continued growth, the position also helps uphold service level agreements (SLAs) and ensures the support team can handle increasing demand effectively.
Key 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.
You bring:
* 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.
You are:
* Customer-obsessed and take pride in owning issues from start to finish.
* A team player who collaborates naturally and contributes to a positive, supportive environment.
* Curious and quick to learn, with a proactive approach to building knowledge.
* Adaptable and energised by working in a dynamic, evolving tech environment.
* Genuinely passionate about technology and motivated to make an impact.
Technical expertise
Proficiency in at least two of the following areas is required:
Programming & Scripting
* ~1+ year of experience developing Python scripts or applications.
* Ability to read, understand, and troubleshoot code in at least one of the following: Swift/Objective-C, Java/Kotlin, or JavaScript.
* Working knowledge of scripting with PowerShell and/or Bash.
Mobile Development & Support
* Experience supporting, integrating, or testing Mobile SDKs.
* Familiarity with mobile development environments and languages (Swift/Objective-C, Java/Kotlin).
* Exposure to troubleshooting mobile applications across development or production environments.
Web Technologies & APIs
* Solid understanding of RESTful APIs, including executing and testing web service calls.
* Knowledge of TLS/SSL, security certificates, and web server technologies (e.g., Apache Tomcat).
Database & Systems
* Basic SQL knowledge and scripting experience (Oracle, MSSQL, or MySQL).
* Experience working in Linux environments (command-line/non-GUI), ideally Red Hat Enterprise Linux or similar.
* Exposure to Java-based systems (e.g., JVM troubleshooting, interpreting Java errors).
* Familiarity with AWS services such as EC2, RDS, VPC, S3, or Route 53.
Join the brightest minds from around the globe as we build the future of digital identity
Daon is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or any other legally protected status. We celebrate diversity and are dedicated to creating an environment where all employees feel valued, respected, and supported.