Product Support Engineer

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

What's exciting about the role

The Product Support Engineer is an important position that provides Tier 2 Product Support for assigned products and systems. This person will also reproduce reported product issues and will engage Tier 3, engineering, and development teams for escalated product issues.

Essential duties and responsibilities

• Performs complex, high-impact engineering support tasks
• Solves highly complex and broad reaching problems
• Answers customer requests to assist with product support related inquiries
• Assists customers with product installation and training
• Follows documentation and training materials to diagnose and resolve customer issues
• Creates/updates documentation after resolution of issues entering all call activity into online tracking database
• Provides technical support to customers for operational and maintenance aspects of products
• Researches and resolves customer issues
• Serves as customer contact for technical and service related problems
• Diagnoses mechanical, hardware, software and systems failures using established procedures or by creating new means of addressing customer technical issues
• Determines most cost effective repair/resolution to minimize customer downtime
• Develops and maintains positive customer relations
• Coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
• Assists with alpha testing of internal product releases and manage/coordinate/assist in beta test cycles with customers
• Demonstrates technical leadership by mentoring and/or training of junior engineers
• Performs other related duties as assigned

Knowledge and experience

• Experience with PCs and related software applications
• Experience with Windows, DOS, Unix and other operating systems
• Knowledge of networking and communication protocols
• Knowledge of database servers – SQL Server / Oracle
• Bachelor’s Degree in Electrical Engineering, Computer Science or other related field, or commensurate field experience
• Minimum of 7 years related support engineering experience, working directly with end-user customers
• Expertise in all phases of systems analysis, the software development process and/or functional engineering principles
• Experience within the petroleum industry a plus

Skills and abilities

• Excellent verbal and written communications skills
• Ability to work within a team environment
• Ability to effectively handle multiple tasks
• Strong analytical and problem-solving skills
• Technical leadership skills

Our commitment