Jobs
>
Atlanta

    Software Support Engineer - Atlanta, United States - NCR Atleos

    NCR Atleos
    NCR Atleos Atlanta, United States

    1 week ago

    Default job background
    Description
    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.

    Position Summary & Key Areas of Responsibility


    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 domain and technical knowledge, needs to be customer oriented and ready to provide quick but quality solution to satisfy customer needs.

    Responsibilities

    Delight customers by providing world class technical support. Be firm but courteous and polite when dealing with customers always.

    Enhance customer service by dealing with all incidents professionally.

    Investigate issues (independently) reported by the customer and Identify product documentation issues, code issues, configuration issues etc.

    Reproduce customer issues and test fixes within NCR Atleos lab.

    Debug code to isolate issues.

    Subject matter expert on one or more areas of the product.

    If required, be the local team lead and represent Support Management

    Run the day-to-day business.

    Ensure progress is being made on open incidents by all team members.

    Represent the team on customer calls to discuss issue updates.

    Generate reports from tools and present incident metrics to management.

    Help the team keep control over incident backlog.

    Be a mentor to other team members/subordinates.

    Help them learn support tools.

    Ensure they are following the right process.

    Guide them in their investigation.

    Review the solutions they provide.

    Conduct training sessions.

    Handover of customers from project to support team.

    Lead and guide sessions conducted by project team to handover customers.

    Review documents and checklists provided during the handover.

    Provide final approval that the handover is complete.

    Keep all the handover artefacts updated on Confluence.

    Collaborate with other departments like Engineering, Professional Services, Sales etc. to get issues fixed and delivered to customers in a timely manner (within SLA).

    Follow NCR Atleos incident management process to track issues until closure.

    Own all the customer issues until closure.

    Provide proactive updates to customers and other stakeholders until issue closure.

    Perform proactive follow-up where necessary until issue closure.

    Keep incident lifecycle and status updated via the NCR Atleos bug tracking tool until closure.

    Capture analysis/research to use as a knowledge article by other team members.

    Manage multiple issues of differing stages of investigation and priority by understanding business impact and sense of urgency required.

    Perform root cause analysis and document corrective and preventive actions.

    Maintain customer environment within NCR Atleos lab.

    Meet customer SLAs as documented in their respective contracts.

    Escalate issues to management in case of roadblocks in resolution.

    Provide 24 X 7 customer support via resource rotation.

    Keep team calendar updated (rotation, vacation, holidays calendar etc.).

    Mandatory compliance to NCR Atleos Code of Conduct & Shared Values.

    Technical Qualifications

    Understanding of payments transaction processing like authorization, ATM & POS terminal driving and switching.

    Knowledge of ISO 8583 and XML

    Knowledge of relational databases and SQL.

    Code debugging using Java technologies and relational databases.

    Customer support experience.

    Knowledge of Webservice SOAP / REST.

    Knowledge of Linux OS & basic commands.

    A broad understanding of technology – both infrastructure and application.

    Ability to create root cause analysis documents (including corrective/preventive actions).

    Basic Qualifications


    Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science.

    Minimum of 6-8 years software related job experience (support/development).

    Additional Qualifications

    Good communication skills both written and verbal.

    Ability to work effectively in a team environment.

    Proactive and positive attitude.

    Decision making. Problem solving.

    Interpersonal and leadership skills.

    Attention to detail.

    Ability to be focused and a self-starter.

    Have a strong desire for quality.

    Ability to multi-task.

    Tact & diplomacy.

    Excited by the challenge of the unknown.

    Analytical Skills.

    Ability to work flexible working hours.

    Willingness to travel at short notice as required.

    Offers of employment are conditional upon passage of screening criteria applicable to the job.


    Full time employee benefits include:
    Medical Insurance

    Dental Insurance

    Life Insurance

    Vision Insurance

    Short/Long Term Disability

    Paid Vacation

    401k

    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.
  • AssuranceAmerica

    Sr Support Engineer

    4 days ago

    AssuranceAmerica Atlanta, United States

    JOIN THE ASSURANCEAMERICA TEAM · Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team. · For 25 years, AssuranceAmerica has provided superior property and casualty insurance products through con ...

  • Cora Systems

    IT Support Engineer

    3 days ago

    Cora Systems Atlanta, United States

    Job Description · Job Description · IT Support Engineer - US - East Coast based · Who we are · Cora Systems is one of the fastest-growing B2B SaaS businesses in Europe and the US, with offices in Ireland, UK, US, Poland & Croatia. Cora a Gartner magic quadrant supplier enables ...

  • Diverse Lynx

    Support Engineer

    5 days ago

    Diverse Lynx Atlanta, United States

    Position: Support Engineer · Location: Atlanta, GA · Duration: Full-Time · Responsibilities: · • Provide ongoing support and maintenance for existing NOVATime SaaS app. · • Diagnose and resolve technical issues related to NOVATime application and interfaces. · • Perform rout ...

  • OneTrust

    IT Support Engineer

    5 days ago

    OneTrust Atlanta, United States

    Strength in Trust · OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rig ...

  • Exotec

    IT Support Engineer

    2 weeks ago

    Exotec Atlanta, United States

    Exotec is at the forefront of technological excellence, redefining the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end cons ...

  • Exotec Solutions SAS

    IT Support Engineer

    2 weeks ago

    Exotec Solutions SAS Atlanta, United States

    Exotec is at the forefront of technological excellence, redefining the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end cons ...

  • Cora Systems

    IT Support Engineer

    6 days ago

    Cora Systems Atlanta, United States

    Job Description · Job DescriptionIT Support Engineer - US - East Coast based · Who we are · Cora Systems is one of the fastest-growing B2B SaaS businesses in Europe and the US, with offices in Ireland, UK, US, Poland & Croatia. Cora a Gartner magic quadrant supplier enables compa ...

  • OneTrust

    IT Support Engineer

    1 week ago

    OneTrust Atlanta, United States

    Job Description · Job DescriptionStrength in Trust OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data wh ...

  • Tata Consultancy Services

    Support Engineer

    1 week ago

    Tata Consultancy Services Atlanta, United States

    Responsibilities: · •Provide ongoing support and maintenance for existing NOVATime SaaS app. · •Diagnose and resolve technical issues related to NOVATime application and interfaces. · •Perform routine monitoring and troubleshooting of processes to identify and address potentia ...

  • Evernex

    Technical Support Engineer

    6 days ago

    Evernex Atlanta, United States

    Technical Support Engineer- Storage expert · As part of our strong growth, Evernex is looking for several Expert support engineers for storage technologies, to join our experts' team in charge of our MVS activity. · The Expert Support Engineers are responsible for guaranteeing t ...

  • Vonage

    Technical Support Engineer

    2 weeks ago

    Vonage Atlanta, United States

    Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true adv ...

  • Amazon

    Integration Support Engineer

    1 week ago

    Amazon Atlanta, United States

    · Come be a part of a rapidly expanding $35 billion dollar global business. At Amazon Business, we set out every day to innovate and disrupt the status quo. We stand at the intersection of tech and retail in the B2B space developing innovative purchasing and procurement solution ...

  • Innova Solutions

    Production Support Engineer

    1 week ago

    Innova Solutions Atlanta, GA, United States

    Innova Solutions is immediately hiring for a Data Support Engineer · Position type: 6 month Contract to hire · Permanent · Location: REMOTE · Data Support Engineer (Production Support) · We are looking for an ambitious Data Support Engineer who is customer centric and possess ...

  • Microsoft Corporation

    Support Engineering Manager

    1 week ago

    Microsoft Corporation Atlanta, United States

    OverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come ...

  • Evernex

    Technical Support Engineer

    2 weeks ago

    Evernex Atlanta, United States

    Technical Support Engineer- Storage expert · In order to make an application, simply read through the following job description and make sure to attach relevant documents. · As part of our strong growth, Evernex is looking for several Expert support engineers for storage techn ...

  • Microsoft Corporation

    Support Escalation Engineer

    2 weeks ago

    Microsoft Corporation Atlanta, United States

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us no ...

  • Diverse Lynx

    Nova Support Engineer

    1 week ago

    Diverse Lynx Atlanta, United States

    Job Title: Nova Support Engineer · Location: Atlanta, GA (Day 1 onsite) · Duration: Fulltime · Job Description: · •Provide ongoing support and maintenance for existing NOVATime SaaS app. · •Diagnose and resolve technical issues related to NOVATime application and interfaces. ...

  • Coforge

    Alteryx Support Engineer

    6 days ago

    Coforge Atlanta, United States

    Excellent knowledge in SQL and writing complex SQL Queries. · Excellent knowledge and hands on experience in Dimensional Modeling and Data Warehousing Concepts. · Extensive experience with Requirement analysis, design, development, customizations and implementation of Data Ware ...

  • Evernex

    Technical Support Engineer

    2 weeks ago

    Evernex Atlanta, United States

    Technical Support Engineer- Storage expert · As part of our strong growth, Evernex is looking for several Expert support engineers for storage technologies, to join our experts team in charge of our MVS activity. · The Expert Support Engineers are responsible for guaranteeing ...

  • Vonage

    Technical Support Engineer

    1 week ago

    Vonage Atlanta, United States

    Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true adv ...