About Worldline Worldline [Euronext: WLN] is a global leader in the payments industry and the technology partner of choice for merchants, banks and acquirers. Powered by c. 18,000 employees in more than 40 countries, Worldline provides its clients with sustainable, trusted and innovative solutions fostering their growth. Services offered by Worldline include in-store and online commercial acquiring, highly secure payment transaction processing and numerous digital services. In 2022 Worldline generated a revenue close to 4.4 billion euros.worldline.com Our advanced support specialists need to qualify all the production issues escalated by Regional Support regarding our Front to back payment solution and develop/propose way for mitigation when possible. Key Responsibilities: - Provide advanced software support for payment solutions (Front to back) offered by WL. - Troubleshoot software issues reported by WL customers and partners through our Regional Support, related to terminal payment software & platform: analyze communication traces, application logs, review source code/specifications and provide solutions in a timely manner. - Ensure the quality of requests escalated (defect, enhancement, configuration…) with a deep analysis & conclusion to the appropriate stakeholders. - Closely work with Operations to mitigate impact on production issues. - Develop/update tools for troubleshooting or internal use. - Where appropriate, review, create and distribute guidelines & best practices. - Identify opportunities to improve service efficiencies. - Provide ad-hoc training when necessary. Behavior skills: Strong communication skills mandatory! - Candidate must be an effective communicator (both verbaland written) - The role entails frequent communication with diverse stakeholders including 3rdparties, Operations, R&D, Project Managers, Customer Success Managers, teams in charge of provisioning, L1 regional support... - Ability to translate technical information to a non-technical audience and vice versa - Someone who exhibits self-motivation skills - Ability to work collaboratively with other departments to resolve complex issues. - Ability to manage priority conflicts and set appropriate expectations. - Results driven - Quick learner - Analytical and logical -Team player Education Qualifications / Experience Requirements: - Problem solving skills - Experience in troubleshooting software issues - Proficiency in C/C++, Python, shell scripts development - Proficiency in Linux environments. - Experience in Oracle or PostgreSQL. - Experience in TCP/IP and SSL/TLS communications, understanding of TCP/IP and SSL/TLS - Knowledge in payment solutions & cryptography would be ++ Reporting line/Team: N+1: Advanced Support Manager (case management) N+2: Head of Advanced Support/IM/Operations and Onboarding.The 18 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.