Payments happen everywhere, in busy city streets, local neighbourhood shops, and across millions of digital touchpoints. In most of these moments, Ingenico is quietly powering the point of sale where a customer pays.

As the global leader in payment acceptance, we help retailers, banks, and payment providers make every transaction simple, secure, and seamless for millions of consumers worldwide.

With a presence in more than 30 countries and a team of over 3,000 experts, we have been shaping the future of commerce for more than 40 years. Trust, innovation and care guide everything we do, and we empower our people to build the technology that moves commerce forward and makes a real impact on the future of payments tech.

Service Management Team

We have an opportunity for someone to step into a highly respected, hands-on role that plays a critical part in keeping payments moving for our customers.

The impact you make

You are the person we rely on when issues are complex, urgent, or unclear. You'll take ownership of production incidents that may be out of the ordinary by applying critical thinking, common sense, and strong communication to get to the root cause. This can include deep technical investigation, collaboration with R&D, or onsite visits to observe real world behaviour alongside merchants and technicians.

Your work directly improves customer experience, system stability, and how we respond to incidents across Ingenico platforms.

What you will be doing

• Level 2 escalation point for complex issues
• Investigating and resolving incidents across systems, middleware, and devices
• Supporting high priority incidents as part of a 24/7 on call rotation around once every five weeks
• Managing and supporting various activities on terminal management systems including; scheduling, downloads, reporting and troubleshooting
• Supporting internal and external developers in a production environment
• Raising issues with R&D and supporting evidence collection, testing, and release
• Owning incident communications and collaborating with internal teams, technicians, and third parties
• Creating and maintaining clear documentation, reports, and FAQs
• Visiting customer sites when required for advanced troubleshooting

What helps you succeed

• Experience in technical or production support, incident management or technical support in POS hardware
• Understanding of payment terminals and the wider payments ecosystem
• A proactive, customer focused mindset
• Strong critical thinking and problem solving skills
• Ability to look at issues from multiple angles and ask the right questions to find solutions
• Clear, confident communication with a wide range of stakeholders

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate because 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.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone.

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