Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
The Software Support Engineer is responsible for ensuring the delivery of high-quality technical support services and the highest level of customer satisfaction by providing third line technical support for our customers in the areas of product features, installation, use and troubleshooting assistance. This role is a combination of analysis, customer engagement, cross team collaboration, taking part in escalation meetings and project work.
Handles most complex cases and takes a leading role in the execution and improvement of local maintenance and support
Troubleshooting in a logical manner to identify root causes of production problems in application, software configuration, software defect running on ATMs, and associated productions servers and cloud solutions
Daily communication with internal and external customers and internal teams via ticketing systems, email and phone. (In both Spanish and English)
Being part of 24/7 on call teams and working a variety of shifts
Following software support processes, procedures, security protocols
Build ATM’s (SW installation and troubleshoot HW issues) so SW issues can be reproduced in a lab environment to assist with troubleshooting
Work to meet customer SLA times
Bachelor Degree or Diploma in Computer Science or Equivalent Experience
2+ years’ experience in software support or similar role – exceptional customer support skills are a requirement
Strong knowledge working with logs and trace files in Windows (or Linux) environments.
Ability to investigate and analyze information and to draw conclusions based on logs and requested incident details
Strong understanding of coding languages and tools (Any of the following: C++, C#, JAVA, HTML5, Angular) and DB (Oracle))
Experience conducting root cause analysis in software applications and documenting software problems
Must show initiative, reliability, organization, responsibility
Ability to install, configure, and troubleshoot software products
Ability to troubleshoot hardware and distinguish between hardware/software issues is an asset
Ability to communicate with and interpret the operational requirements of end users.
Experience with source code control systems is an asset
Strong verbal and written communication skills in English.
If interested, please apply in the following Link: shorturl.at/gilxL