Software Support Specialist 1 1 1, Regular contract,
United States (US)  

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.  

Within the… department which mission is to…

You will report to… and will have for mission to…

Key Responsibilities:

• Troubleshoot software issues reported by Ingenico customers and partners, related to terminal payment software, communication and performance: Analyze communication traces, application logs, EMV logs, review source code and provide solutions in a timely manner.
• Develop software utilities and applications for troubleshooting or internal use.
• Provide support to software developers who are writing applications to integrate Ingenico terminals and solutions (Tetra, Axium).
• Provide software support for payment solutions offered by Ingenico.
• Where appropriate, review, create and distribute guidelines & best practices.
• Identify opportunities to improve service efficiencies.
• Ensure the quality of support requests by filtering out erroneous or incomplete requests to ensure that only genuine support issues are escalated.
• Liaise between diverse stakeholders and manage expectations.
• Maintain concise records; prepare activity and status reports.
• Provide ad-hoc training when necessary.
• Perform other job-related duties as assigned.

Behavior skills:

Strong communication skills mandatory!

• Candidate must be an effective communicator (both verbal and written).
• The role entails frequent communication with diverse stakeholders including 3rd parties, Sales staff, Project Managers, Operations and Technical Support colleagues.
• Ability to manage priority conflicts and set appropriate expectations.
• Ability to work collaboratively with other departments to resolve complex issues.
• Results driven
• Quick learner
• Analytical
• Logical
• Good presentation skills
• Team player
• Ability to translate technical information to the non-technical and vice versa
• Discretion
• Someone who exhibits self-motivation skills

Education Qualifications / Experience Requirements:

• Problem solving skills
• Proficiency in C/C++ development
• Experience in Android and/or iOS application development.
• Knowledge in EMV and contactless technologies is a plus.
• Knowledge in financial message format, such as ISO 8583, Base24
• Knowledge in cryptography
• Experience on embedded applications for POS terminals and other payment solutions
• Experience developing on embedded OS, such as Linus, QNX, VxWorks, or Nucleus, preferably on POS terminal
• Experience in Windows application with SQL development.
• Experience in troubleshooting software issues
• Experience in RS232 and USB communication issue troubleshooting
• Experience in TCP/IP and SSL communications, understanding of TCP/IP and SSL communication issue troubleshooting

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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