Wallee Group

Support Engineer

• Provide support and troubleshooting for payment terminal systems.
• Act as the primary point of contact for key-clients experiencing issues with payment terminals, providing timely and effective solutions.
• Diagnose and resolve technical issues related to payment processing, including connectivity issues, transaction errors, and hardware malfunctions.
• Conduct training sessions for clients and employees on the proper use and maintenance of payment terminals.
• Manage and resolve customer escalations effectively.
• Mentor Junior support agents.

Technical Support Specialist, Terminals

Risk

• Define and maintain a practical, business-oriented Risk Management Framework that fits a fast-moving payment environment.
• Monitor and report on the company’s overall risk exposure, ensuring alignment with our strategic goals and regulatory expectations.
• Identify, assess, and manage key risks across acquiring, issuing, transaction processing, and merchant activities.
• Oversee operational, financial, and partner risks, including relationships with acquirers, processors, and scheme partners.
• Collaborate closely with Compliance to ensure regulatory alignment in both Luxembourg and Switzerland.
• Build clear and actionable risk reporting for management, Board, and regulators.
• Use data to identify emerging risks, trends, and potential weaknesses in our operations or partner ecosystem.
• Drive continuous improvement in how risk is managed — embedding it into daily decision-making and product development.
• Lead, coach, and develop a small but highly capable Risk team, promoting ownership and accountability.
• Support internal and external audits, ensuring that our controls and documentation stand up to scrutiny without unnecessary bureaucracy.

Head of Risk

• Support and troubleshoot physical payment terminals
• Provide specialist support for payment terminals, including hardware and software troubleshooting, installation, and configuration
• Collaborate with specialists to resolve problems
• Act as the main point of contact for customers experiencing issues with payment terminals
• Diagnose and resolve technical issues related to payment processing, including connectivity problems, transaction errors, and hardware malfunctions
• Manage support requests, solutions, and customer interactions in a ticketing system
• Conduct training for customers and staff on the proper use and maintenance of payment terminals
• Work closely with internal teams (e.g., product management, sales, and finance) and external vendors
• Support the planning and execution of beta tests
• Carry out roll-out projects for complex products and features
• Support junior support staff
• Efficiently manage and resolve customer escalations

Technical Support Specialist, Terminals

Head of Risk

Technical Supporter – POS Systems