Technical Support Engineer L2

Key Clients & Stakeholders: Group & Local R&D teamsCentral Support TeamsVendors and third-party service providersFinancial Institutions & Payment SchemesMerchants and Retail PartnersInternal Leadership TeamsWarehouse / Logistics partners Purpose: Provide cloud platform and production support for Ingenico devices and platforms.Manage incidents and technical issues for internal staff, field technicians, and clients.Support high-priority production incidents across multiple regions. Areas of Responsibility: Investigate and resolve issues escalated to the L2 team.Provide production environment support, track and report incidents via Jira, and ensure SLA compliance.Liaise with cross-functional teams to gather information and deliver timely support.Identify recurring issues, recommend process/software improvements, and update documentation/FAQs.Conduct customer site visits for advanced troubleshooting when required.Review, draft, and manage incident communications across established channels.Oversee production management for new releases.Deliver 24/7 support for high-priority production incidents. Core Skills ITIL certification required.Customer-centric, proactive, solution-oriented, and problem-solving mindset.Experience with ticketing tools.Scripting and log analysis.Strong communication, interpersonal, organizational, and decision-making skills.Ability to manage APAC tickets and support Incidents effectively. Experience: 3+ years in global operations or technical support environment.Technical and on-call customer support experience.Incident and problem management experience.Documentation and knowledge management experience.Familiarity with payment terminals and payment ecosystem (preferred). Core Requirements Excellent written and verbal communication.Strong time management, prioritization, and multitasking abilities.Ability to work independently and collaboratively.Proactive, initiative-driven, and KPI-focused.Flexible to accommodate 24/7 support requirements. Qualification: Tertiary qualification in an IT discipline.ITIL certification.AWS certification (preferred). Key Clients & Stakeholders: Group & Local R&D teamsCentral Support TeamsVendors and third-party service providersFinancial Institutions & Payment SchemesMerchants and Retail PartnersInternal Leadership TeamsWarehouse / Logistics partners Purpose: Provide cloud platform and production support for Ingenico devices and platforms.Manage incidents and technical issues for internal staff, field technicians, and clients.Support high-priority production incidents across multiple regions. Areas of Responsibility: Investigate and resolve issues escalated to the L2 team.Provide production environment support, track and report incidents via Jira, and ensure SLA compliance.Liaise with cross-functional teams to gather information and deliver timely support.Identify recurring issues, recommend process/software improvements, and update documentation/FAQs.Conduct customer site visits for advanced troubleshooting when required.Review, draft, and manage incident communications across established channels.Oversee production management for new releases.Deliver 24/7 support for high-priority production incidents. Core Skills ITIL certification required.Customer-centric, proactive, solution-oriented, and problem-solving mindset.Experience with ticketing tools.Scripting and log analysis.Strong communication, interpersonal, organizational, and decision-making skills.Ability to manage APAC tickets and support Incidents effectively. Experience: 3+ years in global operations or technical support environment.Technical and on-call customer support experience.Incident and problem management experience.Documentation and knowledge management experience.Familiarity with payment terminals and payment ecosystem (preferred). Core Requirements Excellent written and verbal communication.Strong time management, prioritization, and multitasking abilities.Ability to work independently and collaboratively.Proactive, initiative-driven, and KPI-focused.Flexible to accommodate 24/7 support requirements. Qualification: Tertiary qualification in an IT discipline.ITIL certification.AWS certification (preferred).