The Technical Service Engineer is responsible for the technical boarding of Ingenico ePayments’ merchants and for providing technical support to existing merchants. He or she coordinates the integration of merchants into Ingenico ePayments’ Payment Processing Platform (APIs connectivity). The implementation manager configures front and Back office systems to ensure merchants have access to selected products and services (Ingenico ePayments provides more than 170 payment methods worldwide: cards, real-time bank transfers, wallets, etc.). The implementation manager has broad e-commerce payment and service knowledge.
During the technical integration, the Technical Service Engineer must be able to understand the merchant-specific needs and business model, advise them on best practices and translate the merchant’s requirements into the correct technical setup. The maintenance of existing accounts involves consultancy on various integration/processing matters, as well as troubleshooting of operational issues and performing SLA-bound changes to initial account configuration.
The Technical Service Engineer role requires intensive remote merchant interaction (approx. 80% of the role) and solid communication and organizational skills. The implementation manager works together with partners from numerous internal departments (Sales, Professional Services, Credit and Risk, Merchant Services, Product Management, IT etc.) to ensure merchant requirements are fulfilled.
Deliverables / Tasks
The work environment is very dynamic and extremely competitive.
Payment products and supporting internal and external technology are rapidly evolving, the implementation managers must keep up with industry trends.
Integration of new merchants/ new accounts for existing merchants
Technical support for existing merchant accounts
Supporting pilots for new products
Product maintenance: liaise with IT & Product departments in respect to product faults
Work together with various internal stakeholders to resolve merchant enquiries
Strong intellectual capabilities: capable to absorb large amount of information
Commercial mind set: able to relate project delivery to revenue targets
Internal/external stakeholder management capabilities: power of persuasion
Able to accurately perform under pressure
Able to effectively cope with change
Relevant technical capabilities
Skills & Experience
Bachelor or Master degree, preferably in a technical field
Previous experience in the ecommerce payment industry is preferred
Precision and strong analytical skills
Experience in managing customer relations (internal/external)
Excellent command of English (written and spoken)
Planning & Organizational skills: project management expertise is a plus
Excellent communication skills
Affinity with e-commerce / payment industry
Proficiency in MS Office
Knowledge of XML, JSON and REST web service is a must
Knowledge of the following is an advantage, but not strongly required: CSS, HTML, Internet Protocol Interfacing/Networks, Certificates (SSL), relational databases (e.g. Oracle).