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# International Frontline Technical Support Engineer

- **Company:** Edenred Paytech
- **Location:** Swindon, UK
- **Salary:** £30,000.0 - £36,000.0
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, Unix, Command-Line Interface, Database Queries, Monitoring of Systems, Microsoft Office, Citrix Systems, SQL Databases, Information Technology, Appdynamics, Pagerduty
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/international-frontline-technical-support-engineer-edenred-france-company-9910747

## About the Role

* A problem-solver's mindset with a strong sense of ownership
 * Proficiency in SQL (complex queries) and/or Unix (command-line competence)
 * Strong communication and client relationship skills
 * Solid Microsoft Office skills
*

Desirable:

 * Experience with tools like AppDynamics, Jira, Confluence, OpsGenie, Citrix
 * A degree in Computer Science or a related field

## Description

The International Frontline Technical Support Engineer plays a key role within the 24/7 Service Operations function, providing rapid technical response, advanced system monitoring, and first-line restoration of service to ensure the stability and availability of all PayTech systems.

The role delivers high-quality technical support across incidents, alerts, and service requests, working within strict SLA timelines to minimise downtime and ensure seamless BAU operations. Acting as the first escalation point for live service issues, the engineer supports Major Incident Management activities, investigates and diagnoses issues to root cause level where possible, and works closely with Problem Management to prevent reoccurrence.

This role requires working on a shift pattern that operates 24/7.

What you will be doing:

 * Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within agreed SLAs.
 * Manage incidents through to resolution, taking ownership of complex technical issues and ensuring a positive client experience.
 * Lead and support Major Incident Management activities, coordinating communications, tracking actions, and facilitating timely resolution.
 * Implement system changes in accordance with Change Management procedures, ensuring compliance and reducing operational risk.
 * Conduct root cause investigations into recurring incidents, identifying trends and recommending preventative solutions.
 * Maintain accurate ticket records and audit trails, ensuring clear communication and visibility for clients and stakeholders.
 * Proactively monitor system performance and service health, identifying potential issues before they impact users.
 * Escalate recurring problems to Problem Management teams, contributing to long-term service stability and continuous improvement.
 * Collaborate with internal technical teams and stakeholders to resolve service disruptions and improve operational efficiency.
 * Support continuous service improvement initiatives through process optimisation, performance analysis, and service enhancement recommendations.


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