SW Support Engineer III

About NCR Atleos

NCR 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.

Education and Experience Requirements

Education

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
• Minimum of 6 years software related job experience (support/development)

Or

• High school education
• Minimum of 10+ years software related job experience (support/development)

Experience

• Minimum 5 years experience within related LOB NCR Support, Engineering or PS Organisations

Key Areas of Responsibility

Offer input and gain knowledge as a subject matter expert on products, systems, and services

• Knowledgeable across the related LOB product range including all solution(s) currently released and supported
• Knowledgeable on assigned solution(s) to SME level and assists others with investigations
• Knowledgeable on 3rd party products used within customer solutions
• Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
• Prepare and deliver training on products and systems, as appropriate
• Prepare various technical documents on technologies, customer environments, products and systems
• Provide advice to engineering on new product designs
• Input and guidance to engineering on potential resolution of product defects
• Input and guidance to engineering on issues encountered during engineering field trial

Design corrective action(s) to resolve product or system problems with no known solutions. 

• Gather and analyze information, formulate and test hypothesis
• Identify, design, develop and  validate solution
• Ability to research problems with no known solutions and design solutions for identified problems
• Collaborate 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 incident
• Ability 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 solutions

Actively participate in making the team a success by achieving the team objectives

• Actively participate in making the team a success by achieving the team objectives
• Adherence to NCR Software Support SLA Guidelines
• Knowledge metrics and knowledge code compliance as per department objectives
• Proper 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 achieved

Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support guidelines

• Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support guidelines
• Ensure customers are kept updated with current status of investigation as per guidelines
• Maintain ownership of incident at all times
• Customer escalation management with minimal assistance (Incidents identified as escalated by Manager)
• Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.
• Critical site management, including :
• multiple critical or urgent complex issues
• Personal management of multiple issues for one customer
• High priority issues, either technically or politically
• Manage individual high priority issue affecting multiple customers

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.