Job Information
NCR Atleos Software Support Engineer II in MEXICO VIRTUAL, Mexico
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Post Title: Software Support Engineer II
Location Mexico City (Virtual)
Position Summary:
The Software Support (SWS) Engineer works in partnership with clients, identifying product bugs, advising them how to use product technology and changing configuration setup to meet their business objectives or overcome problems. SWS Engineer needs technical knowledge, needs to be customer oriented and ready to provide quick but quality solution to satisfy customer needs.
Daily work tasks
Manage, investigate multiple customers reported issues at different stages of investigation, understanding the business impact and sense of urgency required.
Reproduce customer issues and test fixes in the NCR Atleos lab and, if necessary, debug code to isolate issues.
Collaborate with other departments such as Engineering, Professional Services, Sales, etc. to resolve issues and deliver them to customers in a timely manner (within SLA).
Maintain incident lifecycle and status updated via NCR Atleos bug tracking tool until closure.
Transfer of project clients to the support and maintenance team of the client's environment within the NCR Atleos laboratory.
Perform root cause analysis and document corrective and preventive actions.
Escalate issues to management in case of obstacles to resolution.
Provide 24/7 customer support through resource rotation.
Basic requirements:
Bachelor of science or Master of Science degree in a discipline related to the product technology – usually electrical, mechanical, computer engineering or computer science.
Desirable job experience related (support/ development) more than 6 years
Desirable underrating of payments transactions processing like authorization, ATM & POA terminal driving and switching
Knowledge of ISO 8583, ISO 20022, XML, relational databases, and SQL, Webservice SOAP/ REST, Linux OS & basic commands
Code debugging using Java Technologies and relational databases.
Customer support experiences
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.