Application Support Administrator

EVO Payments, Inc. is a leading payment technology and services provider. EVO offers a number of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across the globe with offices and multiple brands across the Americas, Europe, and China. As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves.EVO Payments in Mexico collaborates with Citibanamex and Banco Sabadell to provide merchant-acquiring services for their customers.**About the role**:**Be a part of a team where you will**:- Be the direct interface between the support group and the command center, working in partnership with the Application Manager to quickly respond to requests.- Interfacing with the command center to provide diagnosis, fixes, enhancements, and the associated documentation.- Serve as Level 2 technical support solving product-related issues and needs.- Be part of diagnosing problems, whether it is a software, network, data or user error, and prescribe how to best fix the problem.- Become an expert on the product and how it interfaces with systems and databases, supporting our business operations.- Participate in IT projects where your expertise is required to provide support and consultation and collaboratively work with other members of the team.- Serve as the point person for the command center as part of the Level 2 product expert team.- Continuously monitor the software and validate it is functioning and behaving as desired during production releases.- Working alongside all IT. Teams to serve as an expert in solving new release bugs, issues, and fixes while documenting the changes.- Called upon by the command center to work alongside the Manager as the experts of the software, how it operates in production environments, including systems and databases, supporting critical business operations- Perform administration and analysis for multiple production environments and recommend new and novel solutions to improve the availability, performance, and supportability of the designated product.- Work in coordination with QA and development teams as problems are addressed and fixed and patches are released.- Identify issues and risk mitigation, and coordinate/manage the resolution process.- Perform efficient and through reviews of the components involved in the infrastructure.- Troubleshoot problems to define and implement scalable and supportable solutions.- Actively participate in the activities required by the different certifications that EVO has, including PCI compliance.- Perform documentation on new product functionality and fixes**About you**:- Experience working in a level 2 helpdesk support function supporting a software product.- 1 year working with IT infrastructure working with Connect Direct, SFTP, S3, NGINX, Basic SQL Knowledge, Windows- 2 years of technical documentation and release notes- Experience in the payments or banking industry where you have a working knowledge of PCI certification.- Experience debugging or solving software issues across a platform.- Strong command of the English language, both written and spoken.- Strong process orientation, with experience documenting processes and understanding use case impacts on this flow- Ability to diagnose whether it is a software, user, database, or infrastructure issue.- 2 years of prior work experience as a Tier 2 technical support specialist OR has worked in a role where you were you had to solve complex technology problems affecting software functionality.- You may have a degree in process, systems, or Industry Engineering OR have education associated with process, software, mathematics, or another analytical skill set.- Worked with QA teams to document or communicate to customers the enhancement fix or new feature and that it is functioning optimally on the network.- Technical writing and documentation of change control logs.- Good English verbal and written communication skills. (70%- Demonstrates strong analytical and process skills.- Demonstrates a customer service orientation**What can EVO do for you?**- Own your destiny with a worldwide payments industry leader where you can learn, grow, and advance- Enjoy a competitive salary and a comprehensive benefits package customized to the country in which you live- Thrive in a collaborative culture that supports innovationOur people are the key to our success. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We are dedicated to creating a workspace environment that provides a sense of purpose for our people and supports each of us to learn, develop, and reach our full potential. Ou