Support Engineer

Описание

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.We are looking for a Technical Support Engineer for our office located in Kyiv. Our team is responsible for providing technical support to clients using our payment terminals and related software solutions. The main goal of the role is to ensure prompt issue resolution, maintain high customer satisfaction, and support the continuous operation of our solutions in the field. The team is based in Kyiv, but we collaborate closely with colleagues across the CIS, EMEA and Europe regions.SW Support Engineer Main Functions / ResponsibilitiesOnline consultation for corporate customers (international and local) on operational issues of EFT POS Terminal networks and software solutions (via Jira tickets, email, phone)Software delivery: packages preparation, configuration, and delivery via online toolsTechnical support on integration projects (ECRs, petrol/fleet, vending machines, transportation, etc.), including requirements analysis, test equipment setup, and onsite integration testsConducting training sessions for customers on our solutions (remote and onsite)Providing technical support during the UAT process, managing issue and requirement reportsAssisting with certifications with payment systems (MasterCard, VISA, etc.), including software packages, configuration profiles, and certification reportingInvestigating field issues with test environment configuration and clear reproduction stepsReporting bugs, issues, and field experience feedback to the development team, along with improvement requestsDelivering updated software packages to the operations team for terminal customization proceduresMaintaining support documentation and the internal knowledge baseCollaborating closely with Development and QA teamsKnowledge RequiredGood communication skills (English and local language)Strong engineering mindset with the ability to perform technical investigations and testing2+ years of hands-on experience in technical support of desktop applications and client-server systemsSolid understanding of software administration and software development lifecycleExperience in creating and maintaining technical documentationGood knowledge of Windows administration and basic knowledge of LinuxUnderstanding of wireless communication and USB/RS232 connection principlesExperience with Jira, Confluence, and bug tracking systemsSolid internetworking knowledge: TCP/IP, Ethernet framing, SSL/TLS, HTTP/HTTPS, VPNsExperience using diagnostic tools like WiresharkBasic knowledge of cryptography (symmetric/asymmetric)Experience with database administration (MySQL, MS SQL, PostgreSQL)Knowledge – good to haveUnderstanding of payment transaction principlesBasic knowledge of EMV technologyFamiliarity with financial protocolsAdditional database experience (MySQL, MS SQL)Basic knowledge of any programming language (C, C++, Java, Python)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.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.To learn more about what it's like working inside Ingenico, follow us on LinkedIn