Product Support Engineer

Job Description

Job Description

Salary:

About Daon

Daon is a global leader in digital identity fraud prevention and protection against AI-generated synthetic identities. For over 25 years, we have partnered with governments and leading enterprises to deliver secure, seamless identity experiences across financial services, telecommunications, healthcare, travel, and critical infrastructure.

Our TrustX platform enables organizations to orchestrate secure, scalable, cross-channel identity workflows supporting identity verification, biometric authentication, and lifecycle management across complex environments. More than two billion identities worldwide have been safeguarded by Daon technology. Recognized as a leading provider by Gartner, KuppingerCole, and Frost & Sullivan, Daon is shaping the future of identity security.

This is a hybrid work schedule of 3 days on-site and 2 days remote. Preference is given to local candidates who can meet this requirement, this is not a fully remote role.

Bilingual (English and Spanish) is highly desired and preferred.

Role Responsibilities

• Provide professional tier-1 and basic tier-2 product support to ensure customer satisfaction.
• Triage and document new support incidents; test key applications against our SDKs to replicate and diagnose issues.
• Consult with and escalate complex cases to software development and engineering teams.
• Draft and maintain knowledge base articles and internal support documentation.
• Gather regular support metrics and produce status reports to support operational workflows.
• Assist in maintaining internal business tools (e.g., Jira, Zendesk workflows, CRM integrations) and managing software licenses.
• Participate in on-call weekend rotation for critical global support.
• Develop deep product knowledge to serve as a subject matter expert for customer inquiries.
• Provide management with ongoing feedback on the effectiveness of customer service and internal operations processes.

Education & Experience

• Bachelor's degree in Computer Science or a related technical field, or equivalent practical experience.
• 13 years of experience in technical support, product support, or a similar customer-facing role preferred.
• Excellent written and verbal communication skills in English required with Spanish fluency highly desired and preferred.
• Experience with ticketing systems, live chat support channels, and basic workflow tools.
• Hands-on experience troubleshooting and supporting software products.
• Familiarity with support operations and metric reporting.
• Strong cross-functional collaboration skills.

Success Factors

The ideal candidate brings strong technical expertise in at least one domain, paired with clear and empathetic communication, sound problem-solving skills, and a genuine commitment to customer outcomes. You are organized, accountable, and comfortable working at pace in a dynamic environment. You take initiative in building product knowledge and are a reliable, engaged team member.

Technical Skills Proficiency required in at least 2 of the of the following 4 areas:

(1) Programming & Scripting

• 1+ years of experience writing Python scripts and applications.
• Ability to read, understand, and debug code in at least one of: Objective-C/Swift, Java/Kotlin, or JavaScript.
• Strong scripting skills in PowerShell and Bash.

(2) Mobile Development & Support

• Experience with Mobile SDK integration, testing, or development.
• Familiarity with mobile app development languages including Swift/Objective-C and Java/Kotlin.
• Ability to support mobile application development, testing, and troubleshooting.

(3) Web Technologies & APIs

• Solid understanding of RESTful APIs, including the ability to construct and execute REST web service calls for testing.
• Knowledge of TLS/SSL, security certificates, and web server technologies such as Apache Tomcat.

(4) Database & System Administration

• Basic SQL knowledge and scripting across Oracle, MSSQL, and MySQL.
• Proficiency in Linux environments (non-GUI), particularly Red Hat Enterprise Linux or variants.
• Experience with Java-based infrastructure, including JVM troubleshooting and interpreting Java error messages.
• Proficiency in AWS services: EC2, RDS, VPC, S3, and Route53.

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.