Maintenance and Support Engineer

As a seasoned Software Support Engineer at Diebold Nixdorf, you will play a crucial role in handling complex cases and leading local maintenance and support activities. You will actively participate in escalation meetings with customers and take ownership of defect fixing processes. Your responsibilities will include building a deep understanding of our business and becoming a subject matter expert in specific areas of our products to support regional teams and end customers. It is essential for you to be well-versed in the entire software development lifecycle and defect fixing processes, collaborating with various stakeholders such as customers, partners, and product development teams. Your key responsibilities will involve: Estimation: - Assessing efforts and timelines for all maintenance and support activities - Providing estimates for issue resolution time as part of overall engagement estimation Support Request: - Proper intake, analysis, and follow-up on support requests - Configuring environments and assisting associates in the setup Problem Management: - Ensuring requests are accounted for in SLAs for timely resolution - Diagnosing and proposing changes for incident resolution Incident Management and Reporting: - Providing on-call support for critical incidents - Adhering to customer SLA expectations - Reporting incident status and metrics promptly Resolution Management: - Leading resolution efforts with development and support teams - Ensuring timely updating of incidents with provided solutions Change Request Management: - Providing solutions and estimations for change requests - Integrating updates and fixes in customers" environment Documentation: - Documenting and validating tickets - Ensuring technical documents follow company standards Optimization & Improvement: - Integrating updates and fixes in customers" environment - Delivering on-site technical support and training for team members Methods & Best Practices: - Following best practices and methods as per company standards - Creating reusable KB components and proposing best practices Qualifications and Skills Required: - Bachelor's or Master's Degree in Computer Science or related field - 3-5 years of experience in software engineering - Strong understanding of Java and related tools - Experience with troubleshooting Client/Server Software Applications and databases - Proficiency in English communication - Exposure to microservices architecture and cloud-native technologies Join Diebold Nixdorf, a global company known for innovation and technology, and be part of a diverse team that values collaboration, accountability, and decisiveness. Embrace the opportunity to work with cutting-edge technologies and deliver secure consumer experiences worldwide. Please note that Diebold Nixdorf does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Explore our global locations to find the best fit for your career growth.,