Technical Support Engineer

vor 4 Wochen

Wien, Wien, Österreich Global Blue Vollzeit

Position Overview

The successful candidate will join the Global Blue technology team as a Field Service Engineer, primarily dedicated to assisting internal clients and executing various projects, including validation and refund kiosks.

The main responsibility of this role is to ensure that the IT systems infrastructure at branch offices, refund offices, refunding agents, and merchants utilizing Global Blue IT solutions are adequately supported and adhere to the company's standards and governance.

A strong IT background, service-oriented mindset, effective communication skills, and a pre-sales approach are essential, as this role involves direct interaction with clients and external partners.

The ideal candidate should be based in Slovakia, preferably in Bratislava, with a willingness to travel periodically.

Key Responsibilities

Client Relations

The individual in this role will collaborate with:

  • Clients (Partners, Agents, Merchants, Customs, and local Global Blue staff)
  • Colleagues from other technology teams
  • External vendors and third-party providers.

Functional Responsibilities

  • Facilitate the deployment of refunding and validation kiosks.
  • Assist in the implementation of Issuing Solutions projects (including integrations) within established scope, timelines, and budgets.
  • Ensure compliance with global certification standards and governance for locally developed Integrated Issuing Solutions.
  • Provide technical support and requirements to implementation partners, as well as Global Blue product and service owners.
  • Support the commercial team with technical consultancy.
  • Manage the deployment, support, maintenance, and decommissioning of Global Blue IT systems.
  • Aid in the resolution of incidents and problems locally.
  • Accept, coordinate, and prioritize all client requests, maintaining high communication levels with the Global Blue Central Team.
  • Stay informed about current and emerging technologies relevant to the role.

Support and Improvement Initiatives

  • Prepare specifications, installations, and testing of computer systems and peripherals in accordance with established guidelines.
  • Initiate and support the purchase order process.
  • Conduct regular reviews of locally deployed technology and reassess its usage.
  • Contribute to workflow optimizations and the definition of service catalogs.

Candidate Profile

  • Relevant IT education, with a preference for a university degree.
  • Strong analytical and problem-solving capabilities.
  • Customer service-oriented with a practical, hands-on approach.
  • High standards of quality, accuracy, and risk awareness.
  • Excellent communication skills, particularly in a multicultural global environment.
  • Independent, goal-driven, and self-motivated.
  • Strong organizational skills with the ability to prioritize tasks effectively.
  • Familiarity with agile engineering methodologies and ITIL v3 ITSM best practices.

Required Skills and Knowledge

  • Over 3 years of experience managing smaller yet complex IT projects with external stakeholders or software development initiatives.
  • Solid understanding of point-of-sale technology and transactional systems.
  • Ability to comprehend customer needs and translate them into functional requirements.
  • Strong grasp of software development projects, particularly low-level system interfaces.
  • Quick analytical skills to assess situations and identify appropriate actions.
  • Experience working in an international company or organization is a significant advantage.
  • Ability to be structured yet flexible in managing challenging situations.
  • Proficient in English (both oral and written); German language skills are a considerable advantage.

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