Advanced Support Engineer (F/M)
La Defense, Île-de-France Region, France
il y a 6j

Job title : Advanced Support Specialist (case management)

Our advanced support specialists need to qualify all the production issues escalated by Regional Support regarding our Front to back payment solution and develop / propose way for mitigation when possible.

Key Responsibilities :

  • Provide advanced software support for payment solutions (Front to back) offered by WL.
  • Troubleshoot software issues reported by WL customers and partners through our Regional Support, related to terminal payment software & platform : analyze communication traces, application logs, review source code / specifications and provide solutions in a timely manner.
  • Ensure the quality of requests escalated (defect, enhancement, configuration ) with a deep analysis & conclusion to the appropriate stakeholders.
  • Closely work with Operations to mitigate impact on production issues.
  • Develop / update tools for troubleshooting or internal use.
  • Where appropriate, review, create and distribute guidelines & best practices.
  • Identify opportunities to improve service efficiencies.
  • Provide ad-hoc training when necessary.
  • Behavior skills :

    Strong communication skills mandatory!

  • Candidate must be an effective communicator (both verbaland written)
  • The role entails frequent communication with diverse stakeholders including 3rdparties, Operations, R&D, Project Managers, Customer Success Managers, teams in charge of provisioning, L1 regional support...
  • Ability to translate technical information to a non-technical audience and vice versa
  • Someone who exhibits self-motivation skills
  • Ability to work collaboratively with other departments to resolve complex issues.
  • Ability to manage priority conflicts and set appropriate expectations.
  • Results driven
  • Quick learner
  • Analytical and logical
  • Team player
  • Education Qualifications / Experience Requirements :

  • Problem solving skills
  • Experience in troubleshooting software issues
  • Proficiency in C / C++, Python, shell scripts development
  • Proficiency in Linux environments.
  • Experience in Oracle or PostgreSQL.
  • Experience in TCP / IP and SSL / TLS communications, understanding of TCP / IP and SSL / TLS
  • Knowledge in payment solutions & cryptography would be ++
  • Reporting line / Team :

    N+1 : Advanced Support Manager (case management)

    N+2 : Head of Advanced Support / IM / Operations and Onboarding.

    Team is currently composed by 5 specialists.

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