Technical Support Engineer L2 Cloud Solution

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Objective:

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.

Reports to: EMEA Customer Support Manager

Key Responsibilities:

• 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
• Demonstrate creative and dynamic approach to problem solving
• Provide L2 support in APAC
• Knowledge of working on any of the ticketing tools.
• Run various tests.
• On call support as and when required.
• Handle both customer support as well as Internal stakeholders and keep apprised with the updates.

Key Performance Indicators:

• Customer satisfaction
• Consistently delivering according to commitments
• Support requests managed in right timeline.

Skills / Competency Specification:

• Basic knowledge on network infrastructure and IoT
• Requirement analysis and workload estimates (is a must)
• Saas support model oriented (MDM)
• Knowledge of security and communication is a plus
• Experience in JavaScript, XML, Linux and DB is a plus

Behavior skills:

• Problem solver mindset
• Good communication towards team, project managers
• Proactive and consultative mindset.
• Understands the solutions.
• Interest in technology and keeping up to date on tools and practices

Education Qualifications / Experience Requirements:

• 3 to 7 years' experience
• Bachelor’s or master's degree in computer science, Information Technology or Computer Engineering

Our Culture & Values

At Ingenico, we thrive on innovation, collaboration, and delivering customer value. Our values—Trust, Innovation, and Care—define how we work and grow together. We challenge the status quo, push boundaries, and deliver results as a team.

Diversity & Inclusion

Ingenico is proud to be an equal opportunity employer. We are committed to fostering an inclusive environment where every employee feels respected and empowered.

Ready to Make an Impact?

Join us and help shape the future of payments. Apply now. Learn more about Ingenico: https://www.ingenico.com follow us on LinkedIn https://www.linkedin.com/company/ingenico/