L3 Support Engineer - Cloud Solutions (F/M)

L3 Support Engineer - Cloud Solutions (F/M)

5-8 years
Not Specified

Job Description

At Worldline, our technology meets the challenges of the payment world and establishes itself as a major market leader. We are the European leader in payment solutions, the world leader in payment terminals, and we are developing the future ecosystem interconnecting the players in the payment world: PPaaS - Payments Platform as a Service. https://www.ppaas.com/
Our solutions are state of the art, hosted in the cloud. We are growing and our loyal and demanding customers are driving us forward.
We are constantly looking for new solutions to improve the quality of our products/services and increase customer satisfaction.
We have many hardworking and dedicated peers who would love to work with you. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.
The L3 Support Engineer - Cloud Solutions is part of the Operations Team and provides support on different levels on the production and pre-production environments, supporting both the technical parts of applications and solutions mainly on the cloud. These solutions are used by customers such like banks, acquirers, FinTech, merchants and provide services enabling payment features (digital receipts, alternative payment methods, reporting, remote POS maintenance, POS fleet management, etc…). He/She is responsible for maintaining these applications in operational condition and contributes to the highest levels of support.
The role also requires contribution in improving the support knowledge base and enables L1 & 2 Support. He/She works in close collaboration with other support entities to improve the overall quality of service, as well as close collaboration with Operation teams including SREs and DEVOPS, R&D teams to define/confirm bugs/issues and perform the corrections actions required.
Your day-to-day responsibilities include:
Ensure platform availability and performance
  • Pro-actively monitor the platforms to anticipate and detect issues,
  • Fix incidents: analyze and investigate platform and application behavior, identify the causes of the issues, and correct them
  • Restore service: react on customer or monitoring alerts. Restore faulty services according to defined procedures,
  • Perform regional acceptance of the solutions. Contribute to external qualification. Ensures that validation of customization and local configuration is done timely and properly as per Change Management Process.
  • Solve problems: analyze and understand issues, identify possible actions to solve them, assess consequences of these actions, and implement selected scenarios,
  • Liaise with R&D and Operation Teams to carry out trouble-ticket resolution through appropriate

Ensure solutions users satisfaction
  • Provide answers to complex enquiries that requires deep understanding of both applications and platforms,
  • Process customer requests (data extraction, processing and analysis, devices and users provisioning, configuration update, permissions and user management, data restoration, etc…)
  • Process project requests - e.g. on migration projects or new customer boardings.
  • In collaboration with R&D, anticipate application evolutions and technical roadmap,
  • Perform qualification activities (e. g. performance assessment or acceptance tests).
  • Advice Level 1 & 2 support and customers on the best way to realize complex actions.
  • Provide to SRE and DEVOPS teams the feedback they need to improve reliability and performance of production platforms.

Contribute to knowledge base and enable Level 1 & 2 support
  • Update knowledge base and SOPs based on field experience to improve overall support efficiency,
  • Provide feedback and enablement to Level 1 support teams to help them increase their skillset and improve their ability to provide the best possible answers to customers.
  • Contribute to Level 1 & 2 support training and ramp up.

Skills we can't do without:
  • Bachelor of Technology or equivalent
  • At least 5 years of experience, in supporting complex software-based systems delivered as a Service, in production for external customers, on a public or private cloud.
  • Experience working as a support engineer facing aggressive SLAs (three nines and more).

Technical skills:
  • Expertise in Linux systems administration
  • Experience with support stack and ticket workflows (ticketing systems like Service Now or Jira or equivalent, CMDB systems, alerting systems (Pager Duty), wiki systems like confluence, etc…)
  • Experience with production and support stack. Ours is made of Grafana, Stackdriver, Prometheus, Elastic Search, Kubernetes, Mesos, Marathon and pager duty. Experience with monitoring.
  • Cloud experience, ideally public clouds, like Google Cloud Platform (GCP), or Amazon Web Services (AWS).
  • Experience handling virtualization, containers, dockers, micro-services based architecture,
  • Experience with network technologies (VPN, IP routing, NAT, load balancing, proxy and reverse proxy, etc…)
  • Able to manipulate SQL and no-SQL databases (e.g. Couchbase) and indexation systems (e.g. Elastic Search).
  • Ability to understand complex scripts in python and to write simple ones,
  • Ability to understand scripts and environments made using automation technologies (Terraform, Ansible, Puppet, etc…)
  • Understanding of security stacks (SIEM, multi-factor authentication technologies, security monitoring solutions like Wazuh, and Web Application Firewalls like Cloudflare).

Skills we'd like:
  • Ability to become part of a global distributed team and to align to a global and common vision.
  • Quality-oriented. Careful not to break anything used in production and other's contributions.
  • Team player. Ability to contribute in an autonomous way. Pro-active, problem solver. Respectful of other's contributions.
  • Fluent in English.
  • French basic knowledge will be a plus.
  • Keen to work in an Agile/SAFE environment.
  • Keen to participate to on-duty shifts.

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.
What's more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.
Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.
Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

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About WorldLine

Job Source : jobs.worldline.com

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