Global Frontline Technical Support Engineer — Hybrid & 24/7

Edenred; Swindon; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Hybrid working environment

Pension scheme

Discretionary bonus

Medical & international travel cover

Life insurance

Wellbeing program

Job summary

International Frontline Technical Support Engineer plays a key role within Edenred PayTech's 24/7 Service Operations, providing rapid technical response, advanced system monitoring, and first-line restoration of service to ensure stability and availability of all PayTech systems. The role supports incidents, alerts, and service requests within SLAs and acts as the first escalation point for live issues.

This position requires working a 24/7 shift pattern in a hybrid Swindon/London environment,

Qualifications

• Proficiency in SQL and Unix required.
• Strong communication and client relationship skills.
• Solid Microsoft Office skills.
• Degree in Computer Science or related field.

Responsibilities

• Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within SLAs.
• Manage incidents through to resolution, owning complex technical issues and ensuring a positive client experience.
• Lead Major Incident Management activities, coordinating communications and tracking actions.
• Implement system changes per Change Management procedures to reduce operational risk.
• Conduct root cause investigations into recurring incidents and propose preventative solutions.
• Maintain accurate ticket records and audit trails for clients and stakeholders.
• Proactively monitor system performance and service health to identify potential issues.
• Escalate recurring problems to Problem Management for long-term stability.
• Collaborate with internal technical teams to resolve disruptions and improve efficiency.
• Support service improvement initiatives through process optimization and performance analysis.

Skills

SQL (complex queries)

Unix (command-line)

Communication skills

MS Office

Education

Degree in Computer Science or related field

Tools

AppDynamics

Jira

Confluence

OpsGenie

Citrix

Job description

International Frontline Technical Support Engineer plays a key role within Edenred PayTech's 24/7 Service Operations, providing rapid technical response, advanced system monitoring, and first-line restoration of service to ensure stability and availability of all PayTech systems. The role supports incidents, alerts, and service requests within SLAs and acts as the first escalation point for live issues.

This position requires working a 24/7 shift pattern in a hybrid Swindon/London environment,