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.