Customer Integration Specialist

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 (ServiceNow, 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 BizTalk or similar message broker applications.
• Familiarity with MariaDB, ElasticSearch, RabbitMQ, and Docker.
• Proven ability to troubleshoot software issues with high attention to detail and strong analytical skills.
• Demonstrated ability to identify underlying issues and trends in technical systems through effective user interaction.
• Capable of anticipating risks and devising real-time solutions.
• Exceptional interpersonal and stakeholder management abilities.
• Effective communicator across all levels of business and cultures, with the ability to tailor messaging to diverse audiences.
• Strong conflict management, negotiation, and critical thinking skills.
• Responsible and accountable decision-maker with a structured approach to problem-solving
• Knowledge of French language is desirable

Working Hours and Conditions

• Primarily office-based with some remote work environment.
• Participation in shift patterns or on-call rotation may be required.

Physical Characteristics and Demands

• Desk-based role with extended use of computer systems.

Travel Requirements

Occasional travel to other Crane Authentication sites or customer sites

WHAT’S IN IT FOR YOU?

• Work for a market leading, established product company.
• Nice modern offices with great facilities.
• Health Insurance.
• 24 days holidays plus national holidays.
• Life Insurance.

Crane Authentication is part of Crane NXT

Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. Crane NXT has approximately 5,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.

We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by law.

We receive a high number of applications, so apologies if we are unable to provide specific feedback. If we feel you are a fit for the role, we’ll be in contac