SOUNDPAYMENTS | Product Developer
Product Development of mission critical petroleum payments technology in a fast-paced, Agile Development environment. The Petroleum Product Developer is engaged in all phases of the software development lifecycle which include: gathering and analyzing user/business system requirements, responding to interruptions of service and creating application system models.
Product Developer, petroleum, open position, careers, finance, integration, Sound Payments, payments
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Support Escalation Engineer Position Overview

Position Summary:
Senior level support position, assisting clients, resellers and first and second-level support in troubleshooting complex product or application related matters with Sound Payments solutions. This position is part of our Technical Support Escalation team with high visibility to our clients, partners and internal staff. Maintains direct contact with clients, installers and partners to ensure a positive experience with Sound Payments services. This is also a blended role assisting with User Acceptance Testing of mission critical payments technology to ensure that product launch dates and release dates are met. This position participates and contributes in product testing, as needed.

Responsibilities

  • Serves as front line resource and escalation point for first and second-level Support and internal team members.
  • Researches and resolves complex support instances escalated by partners, Sales, internal parties and First-Level Support.
  • Subject Matter Expert for documentation and training materials used by first and second-level support, partners and internal team members.
  • Records all escalated support activity into CRM and publishes documented information to the Knowledge Base.
  • Diagnoses hardware, software and systems failures using established procedures.
  • Ensures open communication with engineering to improve product functionality
  • Develops and maintains positive client relationships and coordinates various functions within the company to ensure requests are handled appropriately and in a timely manner. Is proactive and acts with the utmost sense of urgency.
  • May escalate to other departments or partners for client support.
  • Assists in coaching and training of first and second-level support and internal team members.
  • Collaborates with Management on ways to streamline support, document processes, reduce hand-offs and automate functions as well as improve product functionality, document product features and determine design specifications or details.
  • Responsible for conducting weekly status calls with First Level Management to review escalated issues, and action items for both groups to ensure knowledge transfer.
  • Participates in interdepartmental meetings that involve client and product issue, and task forces/committees to obtain information useful to technical support center.

Deployment/Upgrades

  • Construct / update Deployment Parameters
  • Documents Deployment Parameters for First Level on all inbound orders

Additional Preferred Skills

  • 2+ years’ experience in the Payments, Fintech and/or Petroleum industries
  • Microsoft MCSE, MCITP Systems Administrator (Active Directory)
  • Proven ability to work successfully with limited supervision.
  • Ability to travel up to 25%
  • Expertise in one or more specialized areas of IT such as Microsoft Administration, Linux Administration, or Cisco IOS (CLI)
  • Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
  • CRM experience, such as Salesforce.com, MS CRM, Zoho or Oracle

Location

Location: St Petersburg, FL

Department: Operations

Reports To: VP, Operations

Support Escalation Engineer PDF

 

Interested in this position? Email your cover letter, resume and the position title in the subject line to HR@SoundPayments.com.

Requirements

  • Four-year degree or equivalent payments/technical experience
  • 2-3 years’ experience in a client service, senior technical position
  • Excellent Customer Service & Interpersonal Skills
  • Exceptional written and verbal communication skills
  • Strong time management & organization skill
  • Ability to identify complex problems and review related information to develop and evaluate options and recommend solutions
  • Advanced Troubleshooting skills in a multi-user high-pressure environment
  • Project Management Experience (certification preferred)
  • Ability to train clients
  • Understanding of Cloud Systems
  • Experience with Point-of-Sale systems, LAN/wireless and card processing
  • Leadership and ability to work well in a team
  • Willingness to work extended hours, as needed in the event of critical client needs.

Sound Payments provides a business casual and smoke free environment that thrives through collaboration, and the diversity of our teams. If you think you qualify and will succeed in a busy and fast-growing firm, please send a cover letter, resume and include the position applied for in the subject line. Please also include your current and expected salary as well as date available to start. Only shortlisted candidates will be contacted. Data collected will be used for recruitment purposes only. Sound Payments Inc. provides equal opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.