Technical Support Engineer L2 Cloud Solution

Position Title:

Location:

Reports to:

Direct Reports:

Key Clients & Stakeholders:

• Group & Local R&D teams
• Central Support Teams
• Vendors and third-party service providers
• Financial Institutions & Payment Schemes
• Merchants and Retail Partners
• Internal Leadership Teams
• Warehouse / Logistics partners
  

Purpose:

• Provide cloud platform and production support for Ingenico devices and platforms.
• Manage incidents and technical issues for internal staff, field technicians, and clients.
• Support high-priority production incidents across multiple regions.
  

Areas of Responsibility:

• Investigate and resolve issues escalated to the L2 team.
• Provide production environment support, track and report incidents via Jira, and ensure SLA compliance.
• Liaise with cross-functional teams to gather information and deliver timely support.
• Identify recurring issues, recommend process/software improvements, and update documentation/FAQs.
• Conduct customer site visits for advanced troubleshooting when required.
• Review, draft, and manage incident communications across established channels.
• Oversee production management for new releases.
• Deliver 24/7 support for high-priority production incidents.
  

Core Skills

• ITIL certification required.
• Customer-centric, proactive, solution-oriented, and problem-solving mindset.
• Experience with ticketing tools.
• Scripting and log analysis.
• Strong communication, interpersonal, organizational, and decision-making skills.
• Ability to manage APAC tickets and support Incidents effectively.
  

Experience

• 3+ years in global operations or technical support environment.
• Technical and on-call customer support experience.
• Incident and problem management experience.
• Documentation and knowledge management experience.
• Familiarity with payment terminals and payment ecosystem (preferred).
  

Core Requirements

• Excellent written and verbal communication.
• Strong time management, prioritization, and multitasking abilities.
• Ability to work independently and collaboratively.
• Proactive, initiative-driven, and KPI-focused.
• Flexible to accommodate 24/7 support requirements.
  

Qualification:

• Tertiary qualification in an IT discipline.
• ITIL certification.
• AWS certification (preferred).
  

Compliance:

• Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents
• Comply with all applicable company policies
• A favourable Police Check and other background checks are required
  

Information Security

• Comply with company policies and procedures related to information security and confidentiality.
• Avoid actions that may pose a risk to information security, including non-work activities.
• Report any breaches of privacy, security, or confidentiality promptly.