About NCR AtleosNCR 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 DescriptionThe 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 RequirementsBachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer scienceMinimum of 3 years' software related job experience (support/development)OrHigh school educationMinimum of 7 years' software related job experience (support/development)Key Areas of ResponsibilityKnowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistanceMentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective roleDesign corrective action(s) to resolve product or system problems with no known solutions.Gather and analyze information, formulate, and test hypothesisIdentify, design, develop and validate solutionAbility to research problems with no known solutions and design solutions for identified problemsCollaborate 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 incidentAbility 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 solutionsActively participate in making the team a success by achieving the team objectivesAdherence to NCR Software Support SLA GuidelinesProper 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 achievedEnhance customer service by dealing with all incidents professionally and adhering to NCR Software Support SLAEnsure customers are kept updated with current status of investigation as per SLA guidelinesCustomer escalation management with some assistance (Incidents identified as escalated by NCR Software Support Manager)Identify product trends which indicate potential problematic areasSkillsProblem solvingProactiveStrong communication#J-18808-Ljbffr
