Software Support Engineer

About the role

The Software Support Engineer provides technical assistance for ATM and related financial services applications, ensuring smooth operation and rapid resolution of incidents. You will work closely with cross‑functional teams to troubleshoot, analyze, and improve system performance.

Key responsibilities

• Resolve ServiceNow tickets for issues, changes, and escalations.
• Troubleshoot ATM hardware/software problems, identify root causes, and recommend corrective actions.
• Implement system monitoring, hardware replacements, software upgrades, and application modifications.
• Initiate and manage escalation bridge calls with specialist teams.
• Perform RCA, data analysis, and generate extracts for operational and business needs.
• Recommend workflow changes in the ATM dispatch tool.
• Create and maintain Splunk dashboards and extract data from databases.
• Identify process‑improvement opportunities and document technical procedures.
• Support occasional after‑hours emergencies and complete assigned projects on time.

Required profile

• Strong analytical and troubleshooting abilities with meticulous attention to detail.
• Effective oral and written communication; able to collaborate with multiple support teams.
• Self‑motivated, independent, and capable of seeing projects through to completion.
• Customer‑service mindset, openness to feedback, and a passion for emerging technologies.

Required skills

• Log file analysis
• Jira ticketing
• ServiceNow
• Splunk dashboard creation and modification
• SQL scripting and database table understanding
• Microsoft PowerPoint, Visio, Excel, Power BI
• Windows Server operating systems
• LAN/WAN networking, firewalls, routing, switching, load balancing

What we offer

• Opportunity to work with cutting‑edge financial technology.
• Professional development and career progression support.
• Collaborative environment with global expertise.