Global Engineering

Applications Support Engineer

Wellington

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Job Summary

Verifone are seeking an Applications Engineer to work as part of its Cloud Services Team to support and maintain the various applications within its payment environment. These environments, hosted in both public and private cloud, are designed to process millions of transactions each day. To achieve this the company offers 24/7 services with strict service availability and service level agreements. The primary focus for this role will be to assist in the smooth operation of Verifone’s PaaS business strategy, as part of a team providing point of contact for all production Payment Gateway support issues or technical questions. The role involves working closely with the Technical Helpdesk, Delivery teams and other technology providers to manage and resolve requests, incidents and problems escalated from the Helpdesk and IT Operations Center (ITOC).  Dependent on Business requirements, the scope of this role and working hours may change. 

Working hours is Monday to Friday covering period 09:00 to 18:00 NZST. Ad-hoc support may be required outside of these hours dependent on business requirements.  Once sufficient experience gained, there may be a requirement to participate in a formal out-of-hours on-call support rotation, depending on business requirements.  The on-call rotation, if implemented, would cover 24/7/365, including weekends and public holidays. 

Reporting to the APAC Team Lead, the successful applicant will be working in a fast-moving managed service environment so must be flexible and be able to multi-task between resolving support issues and working on projects to meet the company’s long-term goals.  The Verifone Cloud Services Team spans across multiple locations, some international travel may be required and therefore the candidate must possess a valid passport.  

What you'll do

  • Support end-users in the functionality of Gateway applications and its components 
  • Manage, triage, prioritise, investigate and solve Gateway application related requests and incidents escalated from the Technical Helpdesk, ITOC or customers
  • Work alongside Cloud-Ops, Development and Infrastructure Teams to support scripting the automation for building and deploying applications 
  • Recommend improvements and optimizations to improve the overall reliability, performance and cost of the VCS platform
  • Implement continual improvement of gateway application, database and service architecture and monitoring
  • Complete acceptance testing of new releases and patches, providing technical feedback to Development and QA Teams
  • Manage deployment of system changes and maintenance tasks during specified maintenance windows
  • Provide24/7/365 on-call support by responding to escalations, alerts, incidents and problems that affect the environment and payment systems the team is responsible for 
  • Complete BAU tasks, escalating where exceptions occur
  • Develop and implement new BAU tasks and manage change within BAU task procedures.
  • Maintaining of technical documentation
  • Review documentation and change control for technical accuracy
  • Preparation of technical documentation and SLA reporting.
  • Provide input into the development and application of policies and procedures
  • Fulfil business request and Customer boarding requirements 
  • Liaise with internal Cloud Services Teams – 24/7 ITOC, Networking, Infrastructure and Database-Infrastructure and external Verifone Teams - Development, QA and Security & Compliance teams 
  • Provide out of hours on-call support for the managed services as part of a rota
  • Perform Capacity planning
  • Perform OS patching
  • Createof internal and Customer/Business Management Information 
  • Respond to Customer RFPs
  • Apply a sense of urgency, commitment and focus on the right priorities in developing solutions in a timely fashion
  • Participate in product evaluation initiatives including feature analysis and system trade-offs
  • Provide support and input for PCI audits and security compliance

Expectations 

  • Works to delivery enterprise quality, on time
  • Ability to participate in design and architect of technical solutions
  • Seeks out opportunities to improve own and team performance
  • Recommends potential improvements in infrastructure, automation, processes or services and is prepared to manage change
  • Demonstrates initiative when resolving incidents or problems
  • Monitors and follows up outstanding issues
  • Ability to work in cross cultural environment.
  • Ability to manage risks
  • Fast learning curve
  • Self-motivated and accountable
  • Should possess excellent communication skills to interact with various stakeholders of the project
  • Effectively apply critical thinking and technical expertise to guide the team
  • Good team player
  • Process compliance 

What qualifications will you need to be successful?

  • Experience supporting production environments running on Linux – RedHat highly preferred 
  • Knowledge in Linux/Unix, using CLI, scripting highly desirable 
  • Knowledge utilising databases, simple querying and troubleshooting incidents, working alongside Infrastructure DBAs as required 
  • Knowledge of Release Management, planning and deployment 
  • Experience following change management and incident management processes
  • Experience providing on-call support
  • Experience of using ITSM toolsets (supporting change, incident and problem management functions)
  • Knowledge of Enterprise monitoring systems
  • Experience supporting major change projects and initiatives
  • Knowledge of security best practices 
  • Strong written and verbal English communication skills
  • Strong problem solving and analytical skills
  • Effective time management skills and ability to work both independently and with others 
  • Solid knowledge of current internal and external IT industry standards, practices and methodologies 

Knowledge/ Experience – Preferred 

  • Working knowledge in PostgreSQL
  • Exposure to payment gateway architecture/applications highly desirable 
  • Knowledge of centralised logging solutions (Splunk, ELK)
  • Knowledge of card payments industry
  • Knowledge of PCI compliance and PCI audits
  • Exposure to other database technologies and operating systems beneficial  

Attributes 

  • Skilled in analyzing, researching, understanding and resolving complex issues
  • Positive attitude, dogmatic with attention to detail
  • Ability to work individually as well as to work with others in the team

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Join our worldwide team