International Frontline Technical Support Engineer (CORE)
Edenred Paytech / Swindon
You’ll be joining a high‑performing global Service Operations function that keeps our 24/7 financial platforms running smoothly. This role sits at the heart of our incident response and technical recovery capability, working between core hours (Mon–Fri, 08:00–18:00) to resolve complex issues, drive root‑cause analysis, and ensure our clients experience seamless, world‑class service.
This is a hands‑on, technically challenging position where you’ll lead from the front, act as a subject matter expert, and help shape the standards and knowledge of the wider team.
What you’ll do
* Own and resolve complex technical incidents, focusing on root‑cause identification to prevent recurrence.
* Act as a key SME during major incidents.
* Monitor systems proactively, identifying risks or disruptions before they impact service.
* Support remote system failovers and data centre activities.
* Create, maintain, and validate runbooks and knowledge articles.
* Coach and mentor junior and shift engineers to uplift capability across the team.
* Review and approve system and configuration changes.
* Work closely with internal teams, suppliers, and corporate clients to ensure smooth service delivery.
* Escalate recurring issues to Problem Management and contribute to long‑term solutions.
What success looks like
* Strong client feedback and internal stakeholder trust.
* High SLA adherence and effective ticket management.
* Consistent ownership, accountability, and professional communication.
* Proactive contributions to process improvements, knowledge sharing, and team development.
* Positive engagement with new technologies, clients, and ways of working.
What you’ll bring
Essential skills
* Demonstrable problem‑solving ability with strong ownership.
* SQL experience (complex query writing) and/or strong Linux capability.
* Experience diagnosing or defining complex technical solutions.
* Proven client relationship management skills.
* Fluent English and excellent communication skills.
* Java or Citrix exposure.
* Degree or equivalent in a technical/scientific discipline.
Who you are
You’re client‑focused, detail‑driven, and motivated by solving problems at their root. You stay calm under pressure, adapt quickly to changing priorities, and bring a positive, collaborative mindset. You’re someone colleagues naturally turn to—trusted, discreet, and supportive. You enjoy coaching others, sharing knowledge, and helping the team grow stronger together.
You’ll play a pivotal role in a fast‑paced financial environment where your expertise directly protects service stability for global clients. You’ll work with modern technologies, be part of a supportive and ambitious team, and have the opportunity to influence how we evolve our Service Operations capability.
#J-18808-Ljbffr