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Service Engineer L2

Barcelona, Spain · Operations

In SumUp, we are creating the world’s most complete Point of Sale, for all merchants in all businesses. We take care of the details so that merchants can focus on what they do best. We help merchants better connect to their business, to their customers, and to each other. 

SumUp Caja is more than just a cash register - it offers an innovative ecosystem where over 200 people in Paris, Berlin, London, Barcelona, Milan and Amsterdam are working hard to go as far as possible and become the European leader in our market.

Your role :

Within our Customer Care team, your role will be to support & guide SumUp’s agents on technical questions, train them, provide level 2 support and become the bridge between our product/tech team and Customer Care.

Missions :

  • Assist Customer Care team with analyzing our customer database through SQL language to detect understand and diagnose potential issues.

  • API support: Ownership of all incoming requests, providing Level 1 support (partnership activation, understanding of API processes, documenting, and troubleshooting it), managing potential escalation Level 2 tickets.

  • Technical, Product, and Process trainer: Acquire and maintain a high level of knowledge of the product, new features, and transfer it to Customer Care team members.

  • Technical troubleshooting point of reference (iOS application, Back Office, API): maintain excellent knowledge about all the current issues, be aware of the Product roadmap delivered by the Engineering team.

  • Determine the type of request that we have to escalate to our tech teams (Issues, requests for feature, level 3 support, etc.) and become the first point of reference related to the technical requests.

  • Ability to reproduce technical issues raised by the customer or the CC team members and provide all necessary details to the engineering team.

  • CC point of contact for Product/Quality/Dev: Ensure a high level of process communication management.

Required skills:

  • Basic level of SQL

  • Basic experience of Postman (API support)

  • Good communication skills

  • Team player

  • Tech-savvy

  • English and French are a must (Spanish is highly appreciated)

Why join us?

  • A company in full acceleration in both Business and R&D

  • Multiple areas of learning and personal and professional development

  • Welcoming offices

  • Weekly breakfasts and surprise snacks

  • Regular information sessions in "Beer Friday" mode

  • SumUp initiatives: Airlines, Events, Switch, Talks, Workshops