Support & Maintenance Engineer (m/f/d)

Role Overview:

We are seeking a highly experienced, hands-on Support & Maintenance Engineer/Manager to take full responsibility for the operation, maintenance, and support of our software, hardware, and solutions after the project implementation phase. This role requires deep expertise in the identity management sector, ensuring the long-term stability and performance of our deployed systems. The ideal candidate will proactively manage support tasks, address technical issues, and maintain high service quality without direct team management responsibilities.

This position is based in Munich, with frequent coordination with international teams and project stakeholders.

Key Responsibilities:

• Post-Implementation Support:
  • Take over projects from the implementation team after successful go live.
  • Ensure seamless transition to the Support & Maintenance stage, including documentation and knowledge transfer.
  • Monitor system performance, resolve incidents, and implement improvements as needed.
• Technical Maintenance & Troubleshooting:
  • Provide hands-on support for software, hardware, and integrated solutions.
  • Diagnose and resolve complex technical issues related to biometric identity management systems.
  • Apply patches, updates, and configuration changes to maintain optimal performance.
• Customer Interaction & Reporting:
  •  Act as the primary technical point of contact for customers during the support and maintenance phase.
  • Communicate technical solutions clearly and effectively to non-technical stakeholders.
  • Generate regular reports on system performance, incident trends, and resolved issues.
• Continuous Improvement & Optimization:
  • Analyze recurring issues and propose long-term solutions to enhance system stability.
  • Collaborate with the development team to incorporate lessons learned into future projects.
  • Stay up to date with advancements in identity management technologies to apply best practices.
• Compliance & Security:
  • Ensure all support and maintenance activities comply with relevant security and regulatory standards.
  • Conduct regular system audits to identify potential vulnerabilities and ensure secure operations.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7 years of experience in support and maintenance of identity management systems.
• Extensive knowledge of biometric technologies, identity document issuance systems, related software and hardware.
• Strong hands-on experience with troubleshooting and maintaining enterprise software and hardware.
• Familiarity with databases (e.g., PostgreSQL, Oracle), server infrastructure, and network protocols.
• Solid understanding of security protocols and best practices in identity management.
• Excellent problem-solving skills with a proactive and analytical mindset.
• Ability to work independently and take full ownership of the support and maintenance process.
•  Strong communication skills with the ability to explain technical information clearly to diverse audiences.
• Fluency in English.

• A responsible position with room for creativity and development,
• An international working environment characterized by team spirit and mutual appreciation,
• An extraordinary and exciting product portfolio,
• Flat hierarchies
• Flexible working hours
• Modern Office Environment
• Company Health Insurance

Start of Employment:

As soon as possible.

For any questions about the job offering don’t hesitate to contact our HR-Department:

Gisela Schmöger

Phone: +49 89 9545394-13

Email: careers@augentic.com