Nature and aim of the position
As Application Support Engineer you will work in the Integration Support team which is part of Technical Account Management for Global Accounts.
We are responsible for providing technical support to our biggest global merchants (“Global Accounts”), their IT partners and, internally, their assigned Technical Account Managers. This also involves close internal cooperation with Product Managers and developers, IT operations teams and IT Managers located in many different countries.
In Integration Support we focus on the product development performed by merchants and IT partners to integrate Global Blue Tax Free products into the Point-Of-Sale Systems (POS) on PCs, mobile devices and other custom POS solutions.
We support the entire journey of this development by gathering country requirements for Tax Free, creating the technical documentation used by merchants and IT partners to integrate with Global Blue, consulting Technical Account Managers and merchants on our products and features, providing support during the merchants/IT partners development, creating test cases, performing QA validation of the development, preparing the production environment for the go live of the merchant shops and finally by providing second level technical support in production.
You will receive a number of training sessions to get started, with the intention to help you become productive after a month, truly productive after about 1 year of experience and provided you bring interest and dedication you will become an expert of integrated Tax Free issuing applications, appropriate architecture decisions, familiar with the provided APIs and our backend systems.
Main duties and responsibilities
- Provide second level technical support during and after project completion.
- Support deployment in production (monitoring and troubleshooting).
- Provide technical expertise to Technical Account Managers, merchants and IT partners on:
- Global Blue integrated products architecture and APIs (mostly JSON based)
- Solution specific workflows and requirements
- Country specific legal Tax Free requirements
- Establish and maintain technical specifications for integrated Issuing Solutions.
- Execute the QA validation together with internal and external merchants and IT partners.
- Establish and maintain internal documentation on completed merchant developments.
- Stay in direct and regular contact with internal departments to ensure that new product functionalities and requirements are correctly understood within the Technical Account Management team.
Relates and cooperates mainly with
- Line manager
- Technical Account Management - Global Accounts team
- Global Accounts merchants and their IT partners
- Product TFS
- Technology
Background and Education
- Minimum of 4 years professional experience as a technical consultant or engineer in a multinational and customer-orientated environment
- Relevant IT educational background (experience in the software development field beneficial)
- Excellent English language skills (oral & written)
Specific skills and knowledge
- Structured, reliable, customer oriented approach
- Excellent ability to analyze and simplify problems to identify solutions
- Operational “hands-on” attitude and resolution orientation
- Able to work independently with self-motivating personality
- Very good communication and team skills, ability to present ideas clearly and concisely
- Ability to communicate with external partners in a professional way
- Enjoy working in a multi-cultural environment
- Commitment and dedication to work
- Ability/flexibility to deal with changing tasks depending on merchant need
- Ability to adapt to fast changing environment and deliver despite urgency and pressure
- Experience with APIs, JSON, HTTPs, Javascript/C# beneficial
- Understanding of software development projects beneficial
- Understanding of Point-of-Sale related technology and transactional systems beneficial
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