Technical Support Engineer L2 Cloud Solution

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do. 

OBJECTIVES:

The role is to support our customers and 3rd party organizations integrate Ingenico payment solutions into their POS payment infrastructure through development, pilot and deployment stages.

KEY RESPONSIBILITIES:

• Fully understand Ingenico cloud hosted services to be able to provide professional support

• Meet the Service Level Agreement put in place with the customer

• Investigate technical issues reported by customers/integrators

• Log and track the progress of each issue ensuring excellent communications with the customer

• Work closely with local and central Ingenico teams to offer quick resolutions

• Lead customer support calls and meetings on technical issues and discussions

• Be competent at loading Ingenico terminals with software packages and key injection processes

• Occasional customer site visits to support and participate in technical investigations

• Support pre-sales and development opportunities as well as post-sales and customization activities

• Manage workload and multiple activities by effectively balancing priorities and setting client

expectations

• Deliver work tasks on time and to a consistently high standard

KEY PERFORMANCE OBJECTIVES/INDICATORS:

• Customer satisfaction

• Consistently delivering according to commitments

• Support requests managed in right timeline

SKILLS/COMPETENCY SPECIFICATION:

Competency/Skill Requirements:

• Basic knowledge on network infrastructure and problem solving

• Basic knowledge of DB and SQL

• Basic knowledge of Win and Linux (console commands, bash, PowerShell)

• REST API knowledge is a strong plus

Behavior skills:

• Problem solver mindset, analytical skills

• Good communication towards team, project managers

• Interest in technology and keeping up to date on tools and practices

Language & Education Qualifications / Experience Requirements:

• Czech native / English is mandatory at C1 / German is a strong plus / Any other language is a plu

• 2 to 5-year experience

• Bachelor or master’s degree in Computer Science, Information Technology or Computer Engineerin

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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