International Frontline Technical Support Engineer

Edenred Italia S.r.l.; Swindon; Hybrid; GBP 22,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working environment

Pension scheme 6%

Discretionary bonus

Job summary

Edenred PayTech is seeking an International Frontline Technical Support Engineer to provide rapid technical response, monitor systems, and restore services across PayTech platforms in a 24/7 environment. The role requires supporting incidents, alerts, and service requests within SLA timelines and acting as the first escalation point.

This hybrid position in Swindon/London offers up to £36,000 total compensation with a basic pay up to £30,000, plus shift allowance.

Job description

International Frontline Technical Support Engineer

Salary - Basic pay up to £30,000; total compensation up to £36,000 including shift allowance Swindon/London - Hybrid

Take a step forward and let Edenred surprise you. 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.

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.

The Edenred State of mind - We are a unique company. We are looking for new employees who will embrace the Edenred adventure with the same intensity and passion as we do. They will feel right at ease at Edenred because they like to push back the boundaries, try new things, constantly improve, win and grow. We need women and men who share our ambition, who are looking to perform, challenge us and themselves to move forward every day. We are looking for women and men who want to vibe with us.