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[Full Time] Tier III Software Support Engineer / Java Back End Software Engineer

  • Toda España
  • Cualquier lugar
  • Publicado hace 3 meses

Provincia: Madrid

Tillster Services EMEA Sarl seeks to hire a Tier III Software Support Engineer / Java Back End Software Engineer, to be responsible for handling the most difficult or advanced of problems escalated by Technical Support, Engineering and/or customers; and, when there are no support issues, provide code deliverables.
Role & Responsibilities: Tier/Level 3 (T3 / L3) Software Support Engineer

  • Drive resolution of technical escalations, including identification of root cause and issue resolution
  • Collect information and document bugs with colleagues across Technical Support, QA and Engineering for product issues that are impacting customers
  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
  • Provide interface between Technical Support, Product and Engineering teams
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Understand and adhere to all the company’s SLAs and contractual agreements including but not limited to response times, remediation, notification and communication, and cradle to grave resolution
  • Comply with all reporting requirements
  • Provide technical and non-technical mentoring to Tier 1 and Tier 2 Support Engineers
  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain Tillster products and services
  • Author and review knowledge base content to drive support scalability and improve customer self service capabilities
  • Provide feedback to colleagues in charge of training and documentation so that common or emerging issues can be addressed before they become serious or widespread
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers

Role & Responsibilities:
Java Back End Software Engineer

  • With a focus on external system integrations (Point-of-Sale, payments) you will be developing web services for integration into different enterprise applications in a scalable and reusable manner
  • Collaborating in the development of enterprise application architecture and delivering working service-oriented implementations
  • Working as part of a team of intelligent, experienced and dedicated globally-distributed developers in support of multi-national brands and millions of hungry users
  • Utilizing various application integration techniques to communicate with third party and legacy/back-end systems


  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline
  • 4+ years as Java Developer and experience providing direct technical support to customers
  • Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
  • Ability to learn new technologies quickly
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
  • Ability to work independently with little direct supervision and as a part of a team
  • Excellent analytical and organizational abilities
  • Ability to remain calm, composed and articulate when dealing with tough customer situations
  • Strong Java SWE with expertise in core Microsoft product stack and operating system, including but not limited to Windows Server, Windows Workstation, Active Directory and the like
    • Experience in design and development of reusable service-oriented Java applications using restful web services
    • Java technologies: Core Java, Collections, Servlets, JDBC, JMS, JSON, JUNIT, JAX-RS, Apache CXF, JPA, Hibernate, Spring, Git, Java Executor
    • Knowledge of JVM internals; garbage collection, performance tuning and multithreading considerations
    • Web and application server (Apache httpd, Apache Tomcat) configuration and tuning
    • MySQL database experience including transaction management, SQL, schema design, indexing, and performance tuning
    • Relevant operating system knowledge (Linux, Windows, Containers) and networking
    • Able to collaborate in the scoping and breakdown of complex engineering projects and able to provide accurate development estimates for work
    • Experience with Jira and working in an Agile environment
    • Ability to communicate effectively in English, with good verbal and written skills
    • Previous experience with Point-of-Sale development is a plus

Strongly Preferred Skills

  • Experience with AWS
  • Experience supporting REST APIs and SOAP
  • Fluent in written and verbal English, French, German, and, Spanish

Place of Work

  • You will render services from the Company’s offices, located at: Tillster Services EMEA SarL, C/O alba3, Calle Anabel Segura nº10, 3º plta Edif Fiteni, 28108 Alcobendas – Madrid; and, from the offices of our customers in Spain, UK and across EMEA
  • As approved in advance by your manager, you may work from home periodically


  • Competitive compensation and benefits depending on experience
  • Travel and business expenses reimbursement
  • 30 working days’ annual leave per calendar year, pro-rated if commencing employment mid-year; plus, bank/public holidays observed by the Company in accordance with applicable Spain, and local Madrid laws

About Tillster

Tillster is the global leader in digital ordering and customer engagement solutions. For over a decade we’ve developed revolutionary self-service, ordering and payments solutions – for mobile, tablet, online, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions.

Tillster is proudly an Equal Opportunity Employer

Local candidates only
No visa sponsorship
Principals only – no Agencies or calls please

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