Technical Support Engineer

LANDI Global; São Paulo; Presencial; BRL 60.000 - 120.000; Tempo integral

Resumo da oferta

Uma empresa inovadora está em busca de um profissional experiente para gerenciar contas de clientes e impulsionar o crescimento em uma região dinâmica. Este papel envolve a negociação e gestão de contratos de vendas, além de garantir a satisfação do cliente através de soluções de alta qualidade e serviços pós-venda. O candidato ideal terá uma sólida experiência em suporte de software para terminais de pagamento, habilidades de comunicação interpessoal e uma mentalidade voltada para a resolução de problemas. Se você está pronto para fazer parte de uma equipe que valoriza a inovação e a excelência, esta é a oportunidade perfeita para você.

Qualificações

• Experiência em suporte de software para terminais de pagamento com tecnologias como 4G, 3G e 2G.
• Conhecimento em protocolos de comunicação e análise de logs de rede móvel.

Responsabilidades

• Gerenciar contas de clientes selecionados e definir estratégias de vendas.
• Realizar solução de problemas críticos e garantir a satisfação do cliente.

Conhecimentos

Comunicação interpessoal

Metodologia de resolução de problemas

Orientação para processos de qualidade

Gestão de projetos e processos

Introdução de novos produtos (Software)

Telecomunicações

Certificação de produtos (Hardware + Software)

Metodologia de análise de depuração

Formação académica

Diploma em Engenharia da Computação ou Ciência

5 anos de experiência na função similar

5 anos de experiência na indústria de meios de pagamento

Ferramentas

C

C++

HTML5

Java

iOS

Android

Windows

Linux

Descrição da oferta de emprego

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Responsible for the management of selected customers account. Define and agree the strategy and tactical plans to achieve the target and growth of the business in the region. Prospect, Negotiate and Manage Sales contracts of products, services, software and correlated solutions. Promote customer’s satisfaction and ensure quality of sold solutions and after sales services. Prepare Sales forecast, establish targets in areas such as product mix, volume, margin, develop, monitor, adjust sales strategies and plan to accomplish sales budget. Introduce and certify new products in the selected accounts. Meet and exceed financial targets agreed for the accounts.

Key Responsibilities

• Respond to critical support issues to minimize service impacts to the customers; this includes software, communication and security problem analysis and either quick resolution or workaround solutions.
• Perform advanced troubleshooting for production problems; this includes analysis of application, networks, servers, router, or database logs to determine the source of the problem and escalation to the appropriate group for resolution.
• Track the status of open production issues / customer tickets and ensure timely resolution.
• Upgrade existing customers to the latest versions of the company’s product software packs.
• Support the quality department to provide problem analysis and escalation to the appropriate group for resolution.
• Create and maintain support documentation, such as troubleshooting documentation and installation instructions.
• Product training for internal resources and customers.
• Technical interface with R&D Specialists and customers experts.
• Transform high level needs coming from Product Marketing, Operations and Sales into detailed specifications ready to be implemented by R&D engineers.
• Participate in sprint meetings with R&D Engineers as well as other agile meetings.
• Find workaround solutions upon product technologies constraints.
• Find the most cost & time efficient way to resolve use cases.

Core Competencies

• Interpersonal communication skills.
• Issue Solving methodology.
• Quality Process orientation.
• Project and Process Management.
• New Product Introduction (Software).
• Telecommunication.
• Product (Hardware + Software) certification.
• Debug analysis methodology.

Personal Qualities

• Able to work under pressure.
• Speed.
• Networking and team spirit.
• Analysis and correlation skills.
• Accuracy.
• Self-reliance.
• Open-mindedness.
• Versatility.
• Proactive.

Technical Ability

• Knowledge and proven experience of at least 5 years in software support for payment terminals with the following technologies embedded: 4G, 3G and 2G cellular, WIFI, Bluetooth, NFC, Ethernet and dial.
• Programming language knowledge in C, C++, HTML5, iOS, Android, Java.
• Knowledge of mobile platforms Windows, Linux, iOS, Android, Windows Phone, Windows Mobile.
• Knowledge of PCI, Visa, Master security payment requirements.
• Knowledge of algorithms for security key encryption.
• Knowledge of the AT commands (modem).
• Knowledge of Communication and network protocols: TCP/IP.
• Knowledge of Analogic and Digital Communication.
• Knowledge of statistical & KPI’s.
• Knowledge of mobile network log/traces analysis.
• Knowledge of Secure Socket Layer (SSL).

Qualifications and Education Requirements

• Diploma/University: Computer Engineering or Science or similar.
• 5-year experience in similar function.
• 5-year experience in the industry of Means of Payment, financial or retail automation.

Language

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology, Engineering, and Quality Assurance

Industries

• IT Services and IT Consulting