Who we are
Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
The opportunity
As an Application Support Engineer for L2 Support, you will act as a point of contact for questions and issues with the SAAS solution and concerns about using our product TI-Gateway. You will work closely with our service management, our customers, the development and operations team. Your task is to troubleshoot issues, support the teams and customer and track the issues until they have been resolved. Within the scope of your job, your field of activity is incident management and problem management.
With your open and winning nature, you will take care of our service management and customers' requests and their response and resolution. In interaction with the teams, you address requests to the right people and follow them through to resolution.
In addition, you will support the service management in troubleshooting of our product.
Day-to-day responsibilities
- Support Management
- User and application support with a focus on our product and SAAS Service
- Handle support requests and assist in troubleshooting for customer or service management.
- Incident Management
- Receipt of incoming contacts (call, mail , etc.) and responsibility for compliance with service levels
- Responsibility for recording and documenting incoming incidents in Service Management/Development Tooling
- Investigation and resolution of problems with the available diagnostic data (troubleshooting)
- Responsibility for routing and tracking tickets in service management/development tooling
- Problem Management
- Responsibility for customer or service management reporting and internal reporting
- Identify problems (recurring incidents) and perform or refer to problem management.
- Communication with the customer or service management regarding problem management
- Determination of measures to avoid recurring problems
- Communicate customer or service management feedback to project management
- Technologies we are working with
- Networking [TCP/IP, DNS, DHCP, ARP, ..] tools as tcpdump / wireshark
- Kibana / Elastic Search
- Windows, Linux
- Knowledge with handling WEB-applications with REST API, ….
- Knowledge in using a SAAS platform and its processes behind
- Jira,
- Confluence
- MS Office
Soft Skills:
- Assertiveness
- Addressing and eliminating deficits
- Root-cause analysis experience
- High willingness to analyze topics
Who are we looking for
- Friendly and professional appearance as well as a high service orientation
- Good understanding of processes
- Good communication skills
- Technological affinity and willingness to learn
- Good command of written and spoken German/English
- Successfully completed IT studies or professional training in the IT field (e.g. IT specialist or comparable qualification)
Perks & Benefits
- Flextime & mobile working
- Company pension plan
- Individual training programs
- Job bike & diverse range of employee discounts
- Mobility and food subsidies
- Good public transport connections and free parking (location-specific)
- "Wellbeing@Worldline" health program
- Regular employee events
- Possible participation in the Innovation Festival @ Worldline
- Sustainable, international company culture
Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go.
Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.
Learn more about life at Worldline at jobs.worldline.com