Software Technical Support Analyst

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, differentiating 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 into Technical Services and Software Development to enhance and/or fix Ingenico's customer solutions. 
• Provide continuous support to customers post-deployment and address 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 them properly to other teams if needed.

ABOUT YOUR SKILLS

• Experience in solutions, technical support, development, or QA roles.
• Strong problem-solving abilities, with proven skill in troubleshooting moderately complex issues.
• Excellent communication and interpersonal skills.
• Demonstrated ability to collaborate effectively with customers and cross-functional internal teams.
• Solid organizational skills, capable of managing multiple projects and priorities simultaneously.
• Background in customer support, with a strong commitment to delivering exceptional service.
• Intermediate English proficiency.
• Familiarity with POS systems, including a solid understanding of EMV flows, standards, and transaction processes.
• Strong sense of teamwork and service orientation.
• Results-driven, with an analytical and logical approach to problem resolution.
• Strong ability to bridge the gap between business requirements and technical implementations.
• Working knowledge of Android development (preferably Kotlin).
• Proficiency in C and C++ development.
• Broad understanding of software development processes and methodologies.
• Familiarity with Agile frameworks such as Scrum or Kanban, with hands-on experience using JIRA or similar ticketing tools.

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.

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