Jr Software Support Engineer

Jr Software Support Engineer

02 Nov 2021
Massachusetts, Boston, 02117 Boston USA

Jr Software Support Engineer



Job Number: 233342

Jr Software Support Engineer

This position is responsible for supporting the pre & post sales and integration needs of our Ingenico Mobile Solutions Clients. This individual will work closely with the Sales Team, Product, Engineering, and Operations teams to provide technical product integration support to the Client and the Sales Team as a technical liaison and project manager. They gather and assess the functional, technical, and business requirements to understand how to best implement Ingenico products and services specific to the client's solution. They help clients integrate the solution(s) they are interested in by providing integration issue support and internal project management for any enhancements or client issues which require engineering / operations / product deliverables.

Essential Functions/ Responsibilities:


  • Implement and support Ingenico's Hardware & Software Payment Solutions, support requires appropriate escalation to address like issues in other platforms outside of the respective accounts

  • Provide product training to customers, partners and sales staff. Product includes Portals, Mobile Applications, Web Service API, etc.

  • Analyze customer requirements and recommend best practices & solutions

  • Provide sales support in the form of presentations, white board sessions and technical demonstrations of the product(s); also, promote and assist in the selling of IMS products and associated equipment

  • Support existing client base in problem determination, resolution and product upgrade

  • Manage customer requests and software development projects for assigned accounts. Also, ensure projects are completed on time and meet customer expectations

  • Participate in sales meetings and industry related events

  • Recommend product enhancements and provide customer feedback to product management

  • Aid in testing and piloting of new hardware and software

  • Work with QA & software development on problem recreation and resolution



Competencies / Skills Requirements:



  • Product support - Provide assistance with all product related issues including resolution of software and hardware problems. This support requires appropriate escalation to address like issues in other platforms outside of the respective accounts.

  • Training - Perform training for software and product for the support and sales staff

  • Project Management - Manage customer requests and software development projects for assigned accounts. Also, ensure projects are completed on time and meet customer expectations.

  • Customer Advocacy/Problem Management - This role is responsible for ensuring that the Product Management and Engineering Organizations have the information they need to meet our customer's needs and to prioritize/resolve bugs in a timely manner.

  • Sales support - Support respective sales reps with anything technical that they need to sell product. At times, also promote and assist in the selling of IMS products and associated equipment.

  • Technical Support - Capable to read code (objective-C, C, C, JAVA, C#) and provide first level support of client implementation issues

  • Technical writing - Write specific, in-depth technical requirements and Statement of Work documents (when required)

  • Be an energetic, self-starter with time management skills and the ability to work in a fast-paced environment.

  • Perform daily duties with excellent attention to detail and high accuracy

  • Proven analytical and problem-solving skills

  • Excellent written and verbal communication skills




Required Education/ Experience Requirements:


  • 1-4 years of IT Support and troubleshooting experience

  • API and SDK support level experience

  • Proficient in troubleshooting and problem resolution

  • Ability to read and understand code

  • Exposure to mobile specific solutions (iOS & Android; minimal Windows)

  • Interest working directly with clients

  • Proficient in MS Excel, Word and Email communication

  • Working knowledge of MS Power Point




Desired Skills:


  • Experience with payment solutions or any POS products

  • Experience working directly with clients

  • Agile methodology and JIRA experience

  • Project management experience



THIRD PARTY AGENCIES, SUBCONTRACTORS, AND RECRUITERS NEED NOT APPLY. Applicants received from firms will not be considered. Subcontracting is not available for this position.

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