SW Support Engineer II

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Position Description

The Software Support Engineer works in a complex technical environment, resolving and providing solutions to customer problems.  They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership.

Education and Experience Requirements

Education

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science

• Minimum of 3 years’ software related job experience (support/development)

Or

• High school education

• Minimum of 7 years’ software related job experience (support/development)

Key Areas of Responsibility

• Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance
• Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
   

Design corrective action(s) to resolve product or system problems with no known solutions. 

• Gather and analyze information, formulate, and test hypothesis
• Identify, design, develop and validate solution
• Ability to research problems with no known solutions and design solutions for identified problems
• Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
• Ability to manage multiple issues of differing stages of investigation and priority without assistance.
• Work with product developers to assess and create product alterations and contribute to long term solutions
   

Actively participate in making the team a success by achieving the team objectives

• Adherence to NCR Software Support SLA Guidelines
• Proper usage of incident tracking tool (as per incident working guidelines)
• Accurate and prompt time logging (direct and indirect)
• Work all incidents diligently to ensure customer satisfaction targets are achieved
   

Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support SLA

• Ensure customers are kept updated with current status of investigation as per SLA guidelines
• Customer escalation management with some assistance (Incidents identified as escalated by NCR Software Support Manager)
• Customer escalation management with some assistance (Incidents identified as escalated by NCR Software Support Manager)
• Identify product trends which indicate potential problematic areas

Skills

• Problem solving
• Proactive
• strong communication

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.