Software Maintenance & Support Engineer

Diebold Nixdorf Teknoloji A.Ş.

As a SW Production Support Engineer, you will be managing all aspects of customer support for Diebold Nixdorf’s banking software portfolio. You will be the main point-of-contact for our software customer base. The role will be reporting to M&S Manager.

The successful candidate will be delivering enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system /configuration issues. Working closely with customers throughout the process to gather necessary details, the candidate will  drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction with ticketing system.

Key Responsibilities:

• Maintain and support software solutions according to customer SLA and expectations.
• Diagnosing software incidents, solve business and technical problems; either over the phone, in-person or in a customer lab
• Working directly with customers to assist with incident resolution and manage customer expectations in relation to ticket urgency and priority
• Prepare data and inputs to write a business case to present to management to assist with internal/external decision making (i.e. reason to hire, reason to upgrade, etc.)
• Ticket logging, version control, install database, answering customer queries
• Ensure standard operating procedures are in place and followed
• Analyzing ticket data to spot common trends and underlying problems to proactively prevent future incidents
• Create and maintain internal and customer-facing documentation
• Working with service and hardware field engineers to help diagnose and resolve incidents
• Maintain and develop required skillset by attending trainings and staying up-to-date on current events in the industry
• Ensure appropriate chargeability and utilization with accurate weekly booking/tracking
• Create and enrich FAQ by compiling questions and answers into a database for future use
• Monitor monthly/quarterly/annual customer performance metrics for production software
• Maintain knowledge and version control on Diebold Nixdorf software and operating system
• Analyze future software versions to recommend necessary and/or beneficial upgrades and patches to meet customer requirements and expectations
• Maintain effective relationships with customer and all stakeholders
• Receive project handover from delivery teams when UAT signoff is completed and go-live is scheduled
• Included in SIT, UAT, pilot shadowing and reverse-shadowing to ensure efficient and effective production handover from project teams
• Participate in periodic customer meetings to share status updates and improvement plans
• Receive customer evaluation on performance and propose solutions to improve support

Required Qualifications:

• Bachelor's Degree and 2+ years work experience in a related role is a plus
• Strong IT technical background and software knowledge is mostly required
• Strong communication, technical, analytical and problems solving skills
• Ability to work in a team while also being self-motivated to learn and grow professionally
• Highly organized individual that will listen and learn quickly
• Experience supporting companies/customers that specialize in fintech, IT, banking, retail, etc.
• Fluent in spoken and written English is mandatory