Unattended Functional Support Engineer

**Scope**

Within the Terminals Solutions & services department and more specifically in the functional Support division dedicated to the unattended solutions, Ingenico is looking for an Unattended functional Support Specialist.

In this role, you will act as a technical consultant responsible for providing technical expertise to our regional organisations on unattended devices linked to Ingenico products and solutions (electronic payment terminals in vending, petrol and transportation sectors).

Last Technical support level of the Ingenico organisation, you will be viewed by our regions and Ingenico partners as the point of contact for all technical functional aspects related to payment devices.

**Responsibilities**
- Analyse issues reported through tickets and provide some information to address/solve them.
- Investigate/Devise enhancements and suggest them to R&D teams to increase overall solution quality.
- Write the necessary and needed documentation to organise the know how transfer.
- Help to the preparation of technical trainings
- Provide samples code to help regional development teams in their projects.

Operation & Process
- Analysis of issues reported by Ingenico regions and Partners.
- Provides daily support for terminal configuration and setting across the whole world.
- Searches dysfunction reasons and provide recommendations or corrections, with support of R&D.
- Validates solutions given to regions are in line with expectations
- Guides regions to implement corrections.
- Suggest possible improvements to be implemented by our R&D Department

Liaison
- Works closely with unattended R&D team to ensure all the priority of the issues are well defined.
- Works with R&D team to ensure all the products and solution offering are aligned.
- Works with project management team to ensure priority in front of Regions are correctly defined.
- Requirement gathering with regions to ensure all evolution and support requests are well aligned between the Regions and R&D for all new features, change requests and bug fixes.
- Leads the technical meeting and discussion between customer & R&D when needed.

Reporting
- Ensures efficient follow up of the backlog and ensure deviation is contained for activity
- Help to maintain a global dashboard of the support activity.
- Reports to R&D development team possible improvements to improve product definition.

Performance indicators for function:
Quality of service provided in front of Regions and Partners as well as technical expertises in the support activities to explain and support the deployment of the referred unattended Solutions

**Profile**

Your previous experiences have demonstrated your ability to understand the coding flow and solutions involving embedded software on linux and/or Android as well as your ability to perform in-depth analysis on reported software issues on embedded solutions.

This position requires strong interpersonal and technical skills and the ability to effectively articulate issues and solutions in a multicultural organization.

As your regular activities will require strong collaborations with international partners and different regions of the world, English is a must as well as speaking other foreign languages will be appreciated.
- As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. We want to adapt our processes and create a safe work environment that welcomes everyone._