International Frontline Technical Support Engineer

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

Dé un paso adelante y deje que Edenred le sorprenda. Cada día, ofrecemos soluciones innovadoras para mejorar la vida de millones de personas, conectando a empleados, empresas y comerciantes de todo el mundo. Sabemos que hay cientos de formas de que crezcas. Con nosotros, ampliarás tus habilidades en un entorno multicultural, desafiante y dinámico. Atrévase a unirse a Edenred y prepárese para prosperar en una empresa global que le ofrecerá un sinfín de oportunidades. En Edenred todo gira en torno a la meritocracia. Vienes como eres y contribuyes. De hecho, el Grupo Edenred reconoce, contrata y desarrolla todos los talentos y singularidades. Nos comprometemos a evitar toda forma de discriminación y a ofrecer a todos nuestros candidatos igualdad de oportunidades independientemente de su sexo y expresión de género, discapacidad, origen, creencias religiosas y orientación sexual o cualquier otro criterio.

International Frontline Technical Support Engineer Salary – Basic pay up to £30,000; total compensation up to £36,000 including shift allowance Swindon/London – Hybrid

The International Frontline Technical Support Engineer plays a key role within the 24/7 Service Operations function, providing rapid technical response, advanced system monitoring, and first‑line restoration of service to ensure the stability and availability of all PayTech systems. The role delivers high‑quality technical support across incidents, alerts, and service requests, working within strict SLA timelines to minimise downtime and ensure seamless BAU operations. Acting as the first escalation point for live service issues, the engineer supports Major Incident Management activities, investigates and diagnoses issues to root cause level where possible, and works closely with Problem Management to prevent reoccurrence. This role requires working on a shift pattern that operates 24/7.

What you will be doing:

• Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within agreed SLAs.
• Manage incidents through to resolution, taking ownership of complex technical issues and ensuring a positive client experience.
• Lead and support Major Incident Management activities, coordinating communications, tracking actions, and facilitating timely resolution.
• Implement system changes in accordance with Change Management procedures, ensuring compliance and reducing operational risk.
• Conduct root cause investigations into recurring incidents, identifying trends and recommending preventative solutions.
• Maintain accurate ticket records and audit trails, ensuring clear communication and visibility for clients and stakeholders.
• Proactively monitor system performance and service health, identifying potential issues before they impact users.
• Escalate recurring problems to Problem Management teams, contributing to long-term service stability and continuous improvement.
• Collaborate with internal technical teams and stakeholders to resolve service disruptions and improve operational efficiency.
• Support continuous service improvement initiatives through process optimisation, performance analysis, and service enhancement recommendations.

What you will bring:

Essential:

• A problem-solver's mindset with a strong sense of ownership
• Proficiency in SQL (complex queries) and/or Unix (command-line competence)
• Strong communication and client relationship skills
• Solid Microsoft Office skills

Desirable:

• Experience with tools like AppDynamics, Jira, Confluence, OpsGenie, Citrix
• A degree in Computer Science or a related field

Why Edenred PayTech?

We are a subsidiary of the Edenred group and leaders in prepaid solutions including banking, virtual cards, debit, credit, and prepaid processing. As an Edenred PayTech employee you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.

What you will get:

• 25 days annual leave plus Bank Holidays
• Hybrid working environment (min. 3 days per week in the office)
• Pension Scheme – employer 6% with minimum employee contribution 3%
• Discretionary bonus scheme based on company and personal performance
• Medical & international travel cover (leisure and action sports)
• Life insurance (4x salary)
• Wellbeing Employee Assistance Program (extended access to family members)
• Holiday trading scheme
• Season ticket loan
• Cycle to Work scheme
• Employee discount shopping platform
• Employee referral bonus scheme
• Digital learning platform
• Complimentary fruit and other ‘in office’ snacks & refreshments
• Volunteering programme
• Social events

Diversity:

Edenred PayTech are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.

Mentalidad Edenred - Somos una compañía única. Estamos buscando nuevos compañeros que se sumen a la aventura Edenred con nuestra misma intensidad y pasión. Te sentirás muy cómodo aquí porque que nos gusta dejar atrás los límites, mejorar, crecer y ganar constantemente. Nuestros equipos necesitan de hombres y mujeres que compartan nuestra ambición, que busquen acción, que nos desafíen a nosotros y a sí mismos para seguir avanzando día a día. Nuestros equipos necesitan de hombres y mujeres que quieran vibrar con nosotros.