Job Description

The Software Support Engineer is responsible for ensuring the delivery of high-quality technical support services and the highest level of customer satisfaction by providing third line technical support for our customers in the areas of product features, installation, use and troubleshooting assistance. This role is a combination of analysis, customer engagement, cross team collaboration, taking part in escalation meetings and project work.

Responsibilities

• Handles most complex cases and takes a leading role in the execution and improvement of local maintenance and support
• Troubleshooting in a logical manner to identify root causes of production problems in application, software configuration, software defect running on ATMs, and associated productions servers and cloud solutions
• Daily communication with internal and external customers and internal teams via ticketing systems, email and phone. (In both Spanish and English)
• Being part of 24/7 on call teams and working a variety of shifts
• Following software support processes, procedures, security protocols
• Build ATM’s (SW installation and troubleshoot HW issues) so SW issues can be reproduced in a lab environment to assist with troubleshooting
• Work to meet customer SLA times
  
  
  

Qualifications


Required Qualifications

• Bachelor Degree or Diploma in Computer Science or Equivalent Experience
• 5+ years’ experience in software support or similar role – exceptional customer support skills are a requirement
• Strong knowledge working with logs and trace files in Windows (or Linux) environments.
• Ability to investigate and analyze information and to draw conclusions based on logs and requested incident details
• Strong understanding of coding languages and tools (Any of the following: C++, C#, JAVA, HTML5,Angular) and DB (Oracle))
• Experience conducting root cause analysis in software applications and documenting software problems
• Must show initiative, reliability, organization, responsibility
• Ability to install, configure, and troubleshoot software products
• Ability to troubleshoot hardware and distinguish between hardware/software issues is an asset
• Ability to communicate with and interpret the operational requirements of end users.
• Experience with source code control systems is an asset
• Strong verbal and written communication skills in English.
  
  

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
  
  
  

About Us

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

• To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
  
  

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations