This role functions at a 2^nd level application support level and works within the Stanchion support team as a technical engineer to respond to and resolve customer application incidents and maintain communication with the customer during the lifecycle of the incident.

ROLE RESPONSIBILITIES

• Primary contact point for assigned incidents with responsibility for customer interaction, leading troubleshooting conversations and investigations
• Troubleshoot and resolve reported incidents/questions related to Stanchion’s supported products. This can include, but is not limited to:
• Reviewing software configuration and system implementation details
• Using tools like SQL Profiler, Network Sniffers and Windows Performance Monitor to analyse issues
• Creating SQL scripts to query and update the database content
• Reading / interpreting Java code as part of the investigation
• Gathering data to test and replicate reported incidents as needed
• Consult and coordinate with other Stanchion teams\partners to resolve customer incidents within agreed Service Level Agreements (SLAs).
• Ensure that all incidents are logged and effectively tracked and managed within Stanchion’s case tracking system (following agreed processes) and escalated if necessary.
• Provide root-cause analysis feedback on incidents as needed
• Identify trends across customer base and feedback observations and assessments
• Revision of technical documentation and specifications as part of the troubleshooting process and contributing to the Knowledge base
• Participate in after-hours on-call support for issues on a rotational basis

WHAT YOU SHOULD HAVE

Education

• 3 years+ relevant University or Technicon qualification
• 3 years+ relevant customer working experience in a production support role within the Payments industry

Payments application knowledge

• Strong understanding of the Payments industry and end-to-end transaction processing
• Strong ACI Postilion payments platform knowledge and experience
• ATM and/or eSocket.POS knowledge is advantageous
• Hands-on experience with payment transaction protocols (ISO 8583, EMV, TCP/IP, SSL, SOAP/REST APIs)
• HSM knowledge is advantageous

Operating systems and networking

• Microsoft Windows server environments
• OS command line utilities and scripting
• Networking, TCP/IP, Knowledge of routers and firewalls
• Using tools like Windows Performance Monitor

Databases

• Knowledge of SQL Server database administration
• T-SQL scripting: querying and updating databases
• Using tools like SQL Profiler

Hardware

• Good knowledge of different hardware platforms/server technologies (e.g. RAID, SANs, etc.). Exposure to 24/7/365 or “99.999%” uptime environments an advantage.

Environment and communication

• Self-starter
• Methodical approach to work
• Strong analytical and problem-solving skills
• Ability to monitor workflows
• Understanding of Incident management and associated tools
• Strong written and communication skills are essential

Development

• Development experience is an advantage (Java knowledge in particular).