Customer Integration Specialist

Location: Vasanthanagar

As a partner to businesses and governments,  Crane Authentication  offers expertise and cutting-edge innovations that protect and enhance products, secure identities, safeguard revenues and enforce compliance. Customers from different business sectors and levels of government trust our team of 1,250 people for their expertise in R&D, security design, engineering and data-driven insights. We are an integral part of  Crane NXT , a $2 billion dollar business with over 5,000 associates

Position Summary & Objective
The Technical Support and Customer Integration Specialist is responsible for delivering expert technical support, customer onboarding, systems integration, stakeholder training, and ongoing application administration. The role supports the successful deployment and operation of customer solutions through effective stakeholder engagement, incident management, root cause analysis, testing, and change management activities.

Essential Functions Performed by the Position
Provide Level 2 technical support for the implementation, maintenance, troubleshooting, and optimisation of bespoke application systems.
Lead customer onboarding, configuration, integration, and stakeholder engagement activities, including government authorities, importers, manufacturers, customs organisations, supply chain partners, and third-party vendors.
Deliver tailored technical training and guidance to:
External stakeholders : customers, importers, suppliers, customs officials
Internal teams : colleagues, Customer Care, project teams
Third parties : system users, logistics partners, service providers
Travel to customer sites as needed—sometimes at short notice—for deployment, integration, training, and issue resolution.
Act as a point of contact during Hypercare phases and respond to incidents and service requests in line with agreed SLA targets.
Troubleshoot issues across multiple channels (in-person, phone, messaging, email), aiming for first-time fixes and meeting SLA targets.
Administer and maintain application environments, ensuring stability, performance, and security.
Identify and communicate defects clearly to expedite resolution via 3rd line support.
Perform root cause analysis for recurring issues and collaborate with support and development teams to implement corrective actions.
Document incidents, resolutions, and system changes; maintain accurate technical documentation and knowledgebase articles.
Support testing, validation, deployment, and change management activities throughout the change lifecycle.
Participate in the Major Incident Response Team and provide out-of-hours support as part of a rotation.

Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Position Qualifications

Experience:

1–3 years of experience in a Technical or Training Support role.
Significant experience of creating and conducting technical systems training.

Experience with ticketing systems (Service Now, Halo, or similar).
Experience in a customer-facing role and a strong commitment to providing excellent customer service
Experience working with SQL databases and query tools.
Experience in identifying underlying issues and trends in technical systems through appropriate interaction with end users.

Language Proficiency:
Fluent in English

Knowledge, Skills, and Abilities
Extensive experience in delivering technical systems training, including facilitation of sessions with multiple attendees.
Familiarity with  Microsoft Biz Talk  or similar message broker applications.
Familiarity with  MariaDB ,  Elastic Search ,  RabbitMQ ,…