International Frontline Technical Support Engineer

Dé un paso adelante y deje que Edenred le sorprenda. Cada día, ofrecemos soluciones innovadoras para mejorar la vida de millones de personas, conectando a empleados, empresas y comerciantes de todo el mundo. Sabemos que hay cientos de formas de que crezcas. Con nosotros, ampliarás tus habilidades en un entorno multicultural, desafiante y dinámico. Atrévase a unirse a Edenred y prepárese para prosperar en una empresa global que le ofrecerá un sinfín de oportunidades.

En Edenred todo gira en torno a la meritocracia. Vienes como eres y contribuyes. De hecho, el Grupo Edenred reconoce, contrata y desarrolla todos los talentos y singularidades. Nos comprometemos a evitar toda forma de discriminación y a ofrecer a todos nuestros candidatos igualdad de oportunidades independientemente de su sexo y expresión de género, discapacidad, origen, creencias religiosas y orientación sexual o cualquier otro criterio.

The International Frontline Technical Support Engineer plays a key role within the 24/7 Service Operations function, providing rapid technical response, advanced system monitoring, and first‑line restoration of service to ensure the stability and availability of all Pay Tech systems. The role delivers high‑quality technical support across incidents, alerts, and service requests, working within strict SLA timelines to minimise downtime and ensure seamless BAU operations.

Acting as the first escalation point for live service issues, the engineer supports Major Incident Management activities, investigates and diagnoses issues to root cause level where possible, and works closely with Problem Management to prevent reoccurrence. This role requires working on a shift pattern that operates 24/7.

• Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within agreed SLAs.
• Manage incidents through to resolution, taking ownership of complex technical issues and ensuring a positive client experience.
• Lead and support Major Incident Management activities, coordinating communications, tracking actions, and facilitating timely resolution.
• Implement system changes in accordance with Change Management procedures, ensuring compliance and reducing operational risk.
• Conduct root cause investigations into recurring incidents, identifying trends and recommending preventative solutions.
• Maintain accurate ticket records and audit trails, ensuring clear communication and visibility for clients and stakeholders.
• Proactively monitor system performance and service health, identifying potential issues before they impact users.
• Escalate recurring problems to Problem Management teams, contributing to long-term service stability and continuous improvement.
• Collaborate with internal technical teams and stakeholders to resolve service disruptions and improve operational efficiency.
• Support continuous service improvement initiatives through process optimisation, performance analysis, and service enhancement recommendations.

• A problem-solver's mindset with a strong sense of ownership
• Proficiency in SQL (complex queries) and/or Unix (command-line competence)
• Strong communication and client relationship skills
• Solid Microsoft Office skills

• Experience with tools like App Dynamics, Jira, Confluence, Ops Genie, Citrix
• A degree in Computer Science or a related field

We are a subsidiary of the Edenred group and leaders in prepaid solutions including banking, virtual cards, debit, credit, and prepaid processing. As an Edenred Pay Tech employee you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.

• 25 days annual leave plus Bank Holidays
• Hybrid working environment (min. 3 days per week in the office)
• Pension Scheme – employer 6% with minimum employee contribution 3%
• Discretionary bonus scheme based on company and personal…