Technical Support Engineer L2

Job Description About Us : Ingenico is the global leader in payment acceptance and services. We support our customers, and their customers to do more with payments. From the bustling streets of Tokyo to the quaint local shops in London, we make your everyday purchases simple and seamless. Ingenico is not just a company, we're the invisible link that connects you with the things you love. We're not just for the big players - we aim to cater to everyone, including retail, banks, payment companies, and more. With more than 40 years of experience, innovation is integral to Ingenico's approach and culture, inspiring its large and diverse community of experts who anticipate and help share the evolution of commerce worldwide. 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). Compliance: Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents. Comply with all applicable company policies. A favourable Police Check and other background checks are required. Information Security: Comply with company policies and procedures related to information security and confidentiality. Avoid actions that may pose a risk to information security, including non-work activities. Report any breaches of privacy, security, or confidentiality promptly. Reports to: Service Delivery Manager/L2 Manager Direct Reports: None Key Clients & Stakeholders: Group & Local R&D teams Central Support Teams Vendors and third-party service providers Financial Institutions & Payment Schemes Merchants and Retail Partners Internal Leadership Teams Warehouse / 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. Ready to Make an Impact Join us and help shape the future of payments across Asia. Apply now. Learn more about Ingenico: Ingenico Global Website: https://www.ingenico.com Ingenico LinkedIn: https://www.linkedin.com/company/ingenico/