SW Support Engineer II
NCR Edinburgh
hace 4 días

About NCR

NCR Corporation (NYSE : NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries.

NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE : Software Support Engineer II

GRADE : 10

LOCATION : Bogota, Colombia

About NCR Corporation

NCR Corporation (NYSE : NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences.

With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business.

NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.


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


  • Delight customers by providing world class technical support. Be firm but courteous and polite while 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 lab.
  • Debug code to isolate issues.
  • 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 completeKeep 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 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 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 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's Code of Conduct & Shared Values.

  • 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

  • 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 years software related job experience (support / development)

  • 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
  • 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
  • Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work / family programs.

    EEO Statement

    Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

    We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability.

    Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

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