The Technical Support Specialist acts as the first point of contact for any incidents raised by the L1 team (OCC / CSE / Business) on the WAY4 platform.
The Technical Support Specialist retains responsibility of the issues/incidents, through to resolution, engaging and coordinating with other internal and external teams as necessary.
This is a key participant in the production work-stream, working alongside with engineers, business analysts and technical architects, ensuring fixes are ready to be taken into a development sprint and resolved.
The Technical Support Specialist supporting the application day to day basis and managing the changes and implementations to way4 production system as required.
Responsibilities- Act as point of contact for L1 support team
- Take responsibility for all issues and incidents raised to them
- Propose solutions to issues and incidents where L3 engineering support is not necessary
- Develop a deep technical understanding of the technologies used on the platform
- Contribute to the technical backlog, identifying areas of improvement in the platform from security, stability & performance
- Have a clear understanding of the platform roadmap, including participating in development of backlog tickets.
- Support incident managers coordinating with L3 engineering support
Minimum Qualifications: Bachelor’s Degree in Computer Science or equivalent industry experience
Minimum Experience: 5+ Years in payment related applications support and implementation
- Trouble shooting and incident management for the card system and different integrations
- Handling the Level2 support for the Card Management System
- Knowledge about WAY4 Modules like Issuing, Acquiring, Advanced Application, Daily Procedures, Products, Tariff Management, Service Package, Accounting Schemes, Scheduler
- Trouble shooting and coordinating with product development team
- Server monitoring and deployment of fix on Unix and Windows Servers
- Functional testing and internal users training
Ability to clearly communicate with all stakeholders
Skills Required
- Bachelor's Degree in Computer Science or equivalent industry experience
- 5+ years in payment related applications support and implementation
- Troubleshooting and incident management for card systems and integrations
- Handling Level2 support for Card Management System
- Knowledge of WAY4 modules (Issuing, Acquiring, Advanced Application, Daily Procedures, Products, Tariff Management, Service Package, Accounting Schemes, Scheduler)
- Troubleshooting and coordinating with product development team
- Server monitoring and deployment of fixes on Unix and Windows servers
- Functional testing and internal users training
- Ability to clearly communicate with all stakeholders
What We Do
At NI, we Engineer Ambitiously. We celebrate creative problem solving. And we take our customer relationships to heart. We believe in the power and potential of making connections—between people, ideas, and technology. In fact, connection is central to everything we do. We constantly challenge ourselves to find those connections because that’s what creates a path forward. This means bringing the right people together to build solutions that make a difference. It means combining fresh perspectives with new technologies to turn your vision into reality. For more than four decades, we’ve set the standard in automated test and automated measurement systems. We’re proud to partner with the talented engineers and enterprises using our systems to solve the world’s most pressing technology challenges and build better businesses. From data and automation to research and validation, our tailored, software-connected approach is rooted in helping you engineer what’s next. As your trusted partner, we’re committed to helping you set your goals higher and reach them sooner. We’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster. Let’s Engineer Ambitiously.
