Application Support Engineer

Yazara, a Global Payments (NYSE: GPN) company headquartered in New York, is a software development company that offers a state-of-the-art SoftPOS solution and payment acceptance suite designed to transform smartphones and tablets into POS terminals. Using Yazara’s leading technology, merchants of all sizes can use mobile devices to securely accept EMV payments from contactless cards, mobile wallets, and wearables.

Job Description

• As 2nd level support, handling customer demand (configuration level bugs, service, and information requests) which do not require code change.
• Delivering support team related work items during implementation phase of the project.
• Providing application support to customers for general and merchant related issues by remote connection or telephone.
• For customer demands which required 3rd level support, supporting the process during requirement clarification, testing/verifying and submission of the solution.
• Providing 2nd level support, for incidents on the services under responsibility of the team.
• Executing manual/scripted tests before/during and after deployments of the applications.
• Plan and prioritize work in accordance to Service Level Agreements.
• Working together with the teammates and customers to define recurring issues to classify as problem, finding root-causes and permanent solutions.

Necessary Skills and Experiences

• Bachelor’s Degree in Computer, Electrical & Electronics or Industry Engineering, MIS or other relevant departments of universities
• Familiarity with software development and support processes.
• Fluent in English (written, spoken - upper intermediate).
• Familiarity Linux and/or Windows server and shell scripting languages.
• Database (Oracle, Postgre SQL, SQL Server or others) knowhow.
• Familiarity with ITSM ticketing tools (Jira or others).
• Able to work under pressure and meet deadlines.
• Team player, ability to work in a part of an Application Support Team.
• Strong analytical mindset, problem solving and strong communication skills.
• Strong responsibility and ownership attitude, customer(service) oriented mindset is a must.

Nice to Have:

• Credit card and payment system knowledge is a big plus.
• ITSM knowledge, ITIL certification.
• Experience working in DevOps and Agile culture.
• Familiarity with deployment methods with CI/CD tools, experience in software configuration and release management.
• Hands-on experience on software development (Java, .NET) or shell scripting.
• Know-how in web service integration.
• Experience in working with global customers or working in a global organization.
• Seniority Level
• Associate
• Industry
• IT Services and IT Consulting
• Employment Type
• Full-time
• Job Functions
• Information Technology
• Finance
• Skills
• Jira
• Customer Support
• L2/L3 protocols
• Continuous Integration and Continuous Delivery (CI/CD)
• ITIL
• Application Support
• Databases
• Technical Support
• Customer Relationship M