Software Support Analyst II

NCR Atleos Corporation; Argentina; Presencial; ARS 91.725.000 - 137.587.000; Jornada completa

Descripción de la vacante

NCR Atleos, a leader in expanding financial access, seeks a SW Support Analyst II to work with clients, identify product bugs, and guide configuration for business needs. You will troubleshoot, document issues, and collaborate with Engineering to deliver timely fixes.

The role requires 1–2 years in software support and strong customer communication. Ideal candidates understand payments processing, ISO8583, XML, and SQL, with Linux basics and SOAP/REST.

Formación

• Bachelor of Science or Master of Science in a product technology field (electrical, mechanical, CS).
• 1–2 years software-related experience in support or development.
• Strong written and verbal communication skills.

Responsabilidades

• Provide world-class technical support and delight customers.
• Investigate issues and reproduce them in NCR lab to verify fixes.
• Collaborate with Engineering, Services, and Sales to resolve problems.
• Maintain incident lifecycle in the tracking tool and meet SLA.
• Produce root-cause analyses and preventive actions.

Conocimientos

Payments processing

ISO8583/XML

SQL debugging

SOAP/REST Webservices

Linux basics

Dynatrace exposure

Customer support

Educación

Bachelor/Master in EE/CS/CE

Herramientas

Dynatrace

Descripción del empleo

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.

TITLE: SW Support Analyst II GRADE: 9

About NCR Atleos Corporation (NYSE: NATL) Since 1884, NCR Atleos has been at the forefront of the transactions that run the world around us. From local credit unions to the most sophisticated banks and retailers on the planet, NCR Atleos powers the technology that makes your everyday easier. We offer all the services, software and hardware solutions needed for a comprehensive self-service channel. Our people are at the heart of the technology we deliver. Collaborating with diverse teams across continents, you'll have the opportunity to innovate to impact change and create exceptional experiences for our customers and our customers' customers. We do business in more than 140 countries.

Position Summary & Key Areas of Responsibility

The Software Support (SWS) Analyst II 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 solutions to satisfy customer needs.

RESPONSIBILITIES

• 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 or with little help) 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.
• Collaborate with other departments like Engineering, Professional Services, Sales etc. to get the issue fixed and delivered to the customer 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 and research so that it can be used 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.
• Mandatory compliance to NCR's 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 (corrective and preventive actions).
• Exposure to log analysis and management tools on cloud e.g., Dynatrace would be a plus.

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.
• 1 to 2 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 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.

EEO Statement

Integrated into our shared values is our commitment to diversity. NCR Atleos 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 stride 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 Atleos has an ongoing responsibility to respect and support a globally diverse environment.

Help us bring innovation to financial institutions across the globe. At NCR Atleos, you'll have meaningful and relevant work experiences, with opportunities to learn and make a real contribution. We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to setting the highest standard in self-service banking. A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.