Engenheiro de Suporte

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CANDIDATE-SE

Vaga ofertada por parceiro do Jobbol:
Responsible for the management of selected customers account.
Define and agree the strategy and tactical plans to achieve the target and growth of the business in the region.
Prospect, Negotiate and Manage Sales contracts of products, services, software and corelated solutions.
Promote customer s satisfaction and ensure quality of sold solutions and after sales services.
Prepare Sales forecast, establish targets in areas such as product mix, volume, margin, develop, monitor, adjust sales strategies and plan to accomplish sales budget.
Introduce and certify new products in the selected accounts.
Meet and exceed financial targets agreed for the accounts.
Key ResponsibilitiesRespond to critical support issues to minimize service impacts to the customers; this includes software, communication and security problem analysis and either quick resolution or workaround solutions Perform advanced troubleshooting for production problems; this includes analysis of application, networks, servers, router, or database logs to determine the source of the problem and escalation to the appropriate group for resolution Track the status of open production issues / customer tickets and ensure timely resolution Upgrade existing customers to the latest versions of the company s product software packsSupport the quality department to provide problem analysis and escalation to the appropriate group for resolution Create and maintain support documentation, such as troubleshooting documentation and installation instructions Product training for internal resources and customers Technical interface with R&D Specialists and customers experts Transform high level needs coming from Product Marketing, Operations and Sales into detailed specifications ready to be implemented by R&D engineers.
Participate in sprint meetings with R&D Engineers as well as other agile meetings.
Find workaround solutions upon product technologies constraints.Find the most cost & time efficient way to resolve use cases.Core CompetenciesInterpersonal communication skillsIssue Solving methodologyQuality Process orientationProject and Process ManagementNew Product Introduction (Software)TelecommunicationProduct (Hardware + Software) certificationQuality Process OrientationDebug analysis methodologyPersonal QualitiesAble to work under pressureSpeedAttitudeNetworking and team spiritAnalysis and correlation skillsConscientiousnessAccuracySelf-relianceOpen-mindednessVersatilityProactiveTechnical AbilityKnowledge and proven experience of at least 5 years in software support for payment terminals with the following technologies embedded: 4G, 3G and 2G cellular, WIFI, Bluetooth, NFC, Ethernet and dial.
Programming language knowledge in C, C++, HTML5, iOS, Android, JavaKnowledge of mobile platforms Windows, Linux, iOS, Android, Windows Phone, Windows MobileKnowledge of PCI, Visa, Master security payment requirements Knowledge of algorithms for security key encryption knowledge of the AT commands (modem)knowledge of Communication and network protocols: TCP/IPknowledge of Analogic and Digital CommunicationKnowledge of statistical & KPI sKnowledge of mobile network log/traces analysis knowledge Secure Socket Layer (SSL)Qualifications and Education RequirementsDiploma/University: Computer Engineering or Science or similar5-year experience in similar function5-year experience in the industry of Means of Payment, financial or retail automationLanguageEnglish, Portuguese, Spanish