Support Engineer

• Provide technical-level assistance to our vendors.
• Manage enterprise-level Managed File Transfer (MFT) solutions, including building new workflows, updating existing ones, and supporting critical, time-sensitive internal and B2B data transfers.
• Use client applications and tools, and adapt to client processes.
• Understand large-scale architecture and communicate with different responsible parties.
• Research and identify solutions to software/hardware issues.
• Diagnose and troubleshoot technical issues.
• Connect to POS stores, clear cache data, pull out logs, and upload logs to SharePoint.
• Fill XML templates to send cache requests.
• Track computer system issues through to resolution within agreed time limits.
• Properly escalate unresolved issues to appropriate internal teams (e.g., software teams).
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.

Technical Support Engineer

• Provide remote technical support to identify, troubleshoot, and resolve software and system issues.
• Access remote systems using tools such as PuTTY and WinSCP to retrieve logs, update files, and perform system-level diagnostics.
• Analyze system discrepancies and missing data by writing and executing SQL queries to identify root causes.
• Investigate and resolve complex issues through detailed log analysis and structured troubleshooting.
• Collaborate with development and engineering teams via the Jira ticketing system to resolve issues and implement permanent solutions.
• Maintain system stability and performance by performing cache updates and validating system consistency.
• Escalate unresolved or high-impact issues to appropriate internal teams with clear technical context.
• Identify and resolve software issues using Linux and AIX commands, SQL, and scripting languages such as Python.
• Manage and prioritize multiple open tickets concurrently to ensure timely and effective resolution.
• Automate repetitive operational and troubleshooting tasks across multiple POS systems to improve efficiency and reduce manual effort.
• Contribute to operational documentation and knowledge sharing to support consistent issue resolution.

CME

Technical Support Engineer

IT Operations Technical Support Engineer