Our advanced support specialists need to qualify all the production issues escalated by Regional Support regarding our Front to back payment solution and develop/propose way for mitigation when possible.    

Key Responsibilities:

• Provide advanced software support for payment solutions (Front to back) offered by WL.

• Troubleshoot software issues reported by WL customers and partners through our Regional Support, related to terminal payment software & platform: analyze communication traces, application logs, review source code/specifications and provide solutions in a timely manner.

• Ensure the quality of requests escalated (defect, enhancement, configuration…) with a deep analysis & conclusion to the appropriate stakeholders.

• Closely work with Operations to mitigate impact on production issues. 

• Develop/update tools for troubleshooting or internal use.

• Where appropriate, review, create and distribute guidelines & best practices.

• Identify opportunities to improve service efficiencies.

• Provide ad-hoc training when necessary.

Reporting line/Team :

N+1: Advanced Support Manager (case management)

N+2: Head of Advanced Support/IM/Operations and Onboarding.

Behavior skills:

Strong communication skills mandatory!

- Candidate must be an effective communicator (both verbaland written)

- The role entails frequent communication with diverse stakeholders including 3rdparties, Operations, R&D, Project Managers, Customer Success Managers, teams in charge of provisioning, L1 regional support…

- Ability to translate technical information to a non-technical audience and vice versa

- Someone who exhibits self-motivation skills

- Ability to work collaboratively with other departments to resolve complex issues.

- Ability to manage priority conflicts and set appropriate expectations.

- Results driven

- Quick learner

- Analytical and logical

 -Team player

Education Qualifications / Experience Requirements:

• Problem solving skills

• Experience in troubleshooting software issues

• Proficiency in C/C++, Python, shell scripts development

• Proficiency in Linux environments.

• Experience in Oracle or PostgreSQL.

• Experience in TCP/IP and SSL/TLS communications, understanding of TCP/IP and SSL/TLS

• Knowledge in payment solutions & cryptography would be ++