Senior Software Customer Support

WELCOME TO INGENICO  

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.

ABOUT THE ROLE & TEAM

The Software Technical Support will focus primarily on the support and integration of POS (Point of Sale) software solutions implemented with Ingenico customers.

This role will involve direct interactions with banking customers, partner solutions and internal Ingenico customer support. Responsibilities will encompass understanding technical specifications, understanding issues reported, differentiate between an issue and a new requirement and EMV (contact and contactless) flows analysis.

The Analyst will also work closely with Ingenico's R&D team to support and manage new Android and proprietary (Tetra) solutions relevant to the industry.

 WHAT YOU’LL DO

• Collaborate with Solution Engineers, software development, and QA to evaluate and ensure the supportability of customer solutions to streamline customer product integrations. 
• Provide insights to Technical Services and Software Development to enhance and/or fix Ingenico's customer solutions. 
• Provide continuous support to customers post-deployment and addressing any issues to ensure the optimal performance of the solution. Act as a primary point of contact for customers during the implementation and post-deployment phases, ensuring clear communication and timely resolution of concerns.
• Review and assess software implementations to diagnose any reported issues.
• Provide technical support as a strategic ally.
• Fix first level issues and redirect properly to other teams if needed.

ABOUT YOUR SKILLS

• Experience in solutions, technical support, development or QA role.
• Problem-solving skills and the ability to troubleshoot medium complex issues.
• Good communication and interpersonal skills.
• Ability to work collaboratively with various stakeholders, including customers and internal teams.
• Organizational skills with the ability to manage multiple projects and priorities.
• Experience with customer support and a commitment to delivering exceptional service.
• Intermediate English level
• Familiarity with POS systems, with an understanding of EMV flows, standards and transactions.
• Bachelor's degree mandatory in Computer Science, IT Engineering, or related. 
• Minimum 1.5 years of:
  • Any support role.
  • Technology experience.
  • Payment experience.
  • EMV Knowledge.
• Understands unit testing methodologies.
• Capacity to bridge the gap between business needs and technical implementations. 
• Knowledge of Android development (preferably Kotlin). 
• Knowledge of C and C++ development.
• Broad understanding of development processes and methodologies.
• Agile work environment knowledge (Scrum or Kanban), with proficiency in JIRA or other ticketing systems.

AAP/EEO Statement:

lngenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.