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    Technical Support Engineer I - San Antonio, United States - FIS Global

    FIS Global
    FIS Global San Antonio, United States

    2 weeks ago

    Default job background
    OTHER
    Description

    Position Type :

    Full time

    Type Of Hire :

    Experienced (relevant combo of work and education)

    Education Desired :

    Associate's Degree

    Travel Percentage :

    0%

    Job Description

    We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

    Please Note: This role requires the candidate to work in EST time hours. Do not need to live in EST, however, must be available during EST hours.

    About the Role:

    We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

    About the Team:

    We are Payrix – a modern platform that provides Payments Facilitation (PayFac) as a service with a full suite of payments and risk management services built for vertical Saas companies. With Payrix, Saas providers can embed payments and financial services in their native experience and add a new revenue stream in a few weeks. We have a strong product-market fit and a clear moat that has resulted in an exponential growth of 100% year over year, and we expect the trend to continue.

    We are a part of WorldPay (an FIS company), who invented payment facilitation enabling technology companies to provide integrated payment solutions, significantly expanding access to modern payment methods to SMBs and rejuvenating the end-user experience.

    This specific team within Payrix:

    • Supports software companies (partners) with their payments offering. The Partner Support team serves as tier 2 and tier 3 level support for software company merchants (the software company supports first level).
    • Supports internal teams with regard to partner needs in way of transaction research, reports and product use.
    • Our team interacts with commercial professionals and implementation teams across the organization, with a focus on partnerships with software platforms needing Payfac as a Service or Payfac offerings.
    • The team holds a high degree of internal and external relationships specific to the payments industry and across our vast product estate. The team is a dynamic and motivated group driving business in a high-growth market segment.

    What you will be doing?

    • This is a career level professional individual contributor role.
    • Works independently on problems of diverse scope.
    • Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
    • Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
    • Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
    • May be involved in customer installation and training.
    • Provides support to customer/users where the product is highly technical or sophisticated in nature.

    ​What you will need:

    • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
    • Good understanding of computer systems, mobile devices and other tech products
    • Ability to diagnose and troubleshoot basic technical issues.
    • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
    • Excellent problem-solving and communication skills
    • Ability to provide step-by-step technical help, both written and verbal
    • Experience with Postman
    • Experience with Scripting (Shell, Python)
    • Experience with Databases (SQL, Oracle, etc.).
    • Hands on worker

    Added bonus if you have:

    • Recent work experience in Incident Management
    • BS degree in Information Technology, Computer Science or relevant field

    What we offer you:
    A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

    • A voice in the future of fintech
    • Always-on learning and development
    • Collaborative work environment
    • Opportunities to give back
    • Competitive salary and benefits

    Privacy Statement

    FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

    EEOC Statement

    FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here


    For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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