International Frontline Technical Support Engineer

Edenred PayTech; Swindon; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid working (min. 3 days in office)

Pension scheme

Discretionary bonus scheme

Medical & international travel cover

Life insurance (4x salary)

Wellbeing Employee Assistance Program

Holiday trading scheme

Cycle to Work scheme

Employee discount platform

Employee referral bonus scheme

Digital learning platform

In-office snacks & refreshments

Volunteering programme

Social events

Job summary

Edenred PayTech is seeking an International Frontline Technical Support Engineer to provide rapid technical response, monitor systems, and restore services within 24/7 operations. This role acts as the first escalation point and supports Major Incident Management to minimise downtime and maintain BAU operations.

You will work in a hybrid environment (min. 3 days in the office) in Swindon, collaborating with internal teams and stakeholders to improve service stability and performance.

Qualifications

• Experience in frontline technical support and incident management.

Responsibilities

• Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within agreed SLAs.

Skills

SQL queries

Unix CLI

Communication

Microsoft Office

Education

Bachelor's degree in Computer Science or related field

Tools

AppDynamics

Jira

Confluence

OpsGenie

Citrix

Job description

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.
  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

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities. Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

• 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 loanCycle 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