Lead Backline Engineer

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Backline Support Team Lead: Service Operations Edenred

Swindon Hybrid

Do you thrive in fastpaced environments and enjoy tackling complex problems Are you a natural leader with a passion for building highperforming teams

About Edenred

Edenred is a leading provider of prepaid corporate payment solutions connecting businesses with a network of merchants and service providers. They operate in 46 countries and serve over 85 million users.

About the Role

We are seeking a highly skilled and proactive Backline Support Team Lead to oversee our technical support operations ensuring the resolution of complex customer and internal issues. This role is pivotal in bridging the gap between frontline support engineering and product teams to deliver highquality service and technical expertise. The ideal candidate will be an experienced leader with strong problemsolving abilities a deep technical background and a passion for mentoring and process improvement.

Key Responsibilities:

• Lead and mentor a team of Backline Support Engineers fostering a culture of continuous learning and collaboration.
• Manage team workload prioritising critical issues and balancing resources effectively
• Conduct regular performance reviews coaching team members to improve technical and customer service skills

Technical Escalation and Issue Resolution:

• Act as the primary escalation point for complex technical issues ensuring timely and effective resolution
• Troubleshoot and diagnose intricate application hardware and networkrelated problems collaborating with engineering and product teams
• Develop and maintain deep expertise in company products services and technologies

Process Improvement and Documentation:

• Continuously refine support processes automating and optimising workflows to enhance efficiency
• Maintain and improve internal documentation knowledge bases and standard operating procedures
• Help identify recurring issues and collaborate with crossfunctional teams to implement longterm solutions

Stakeholder Collaboration:

• Work closely with Product Engineering and Market Success teams to communicate customer pain points and drive improvements
• Provide detailed reports on team performance issue trends and areas for improvement
• Represent the Backline Support team in leadership meetings advocating for necessary resources and process changes

Required Experience:

• Deep technical support or troubleshooting experience
• Strong expertise in system administration
• Experience working in ticketing systems (Jira ServiceNow) and monitoring tools
• Proven ability to diagnose and resolve complex technical issues independently
• Strong leadership communication and stakeholder management skills
• Ability to work under pressure manage multiple priorities and drive critical issues to resolution

Desirable Experience:

• Experience working in payment services industry or enterprise technology environment
• Familiarity with Incident Management frameworks (ITIL)
• Proficiency in scripting or automation (Bash SQL Java)

Personal attributes

• Client focused
• Eye for detail and led by data
• Selflessness support of others
• Excellent professional communication skills written and oral
• Comfortable with handling confidential/sensitive data

Why Join Us

• Play a critical role in ensuing product stability and customer satisfaction
• Opportunities for career advancement
• Collaborative and inclusive work environment that values innovation and expertise

Apply now and Vibe with Us!