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GLORY

Automates cash handling with cash recyclers

Technical Support Level 2

Equipment Field ServiceUpdated on Nov 13
Full-timeMexico City, CDMX, MexicoNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree or technical qualification in Information Technology, Informatics, or a related area.
  • At least 3 years of experience in N2 technical support or equivalent roles.
  • Experience troubleshooting and providing field support is desirable.
  • Experience using IT service management systems and logging tools.
  • Experience using Microsoft Office applications, including Word, PowerPoint, Excel, and Power BI.
  • Fluency in Spanish and basic English.
  • Advanced technical ability to diagnose and resolve complex problems.
  • Ability to communicate clearly and effectively with field technicians.
  • Discipline in documentation and data quality.
  • Ability to collaborate across technical and operational teams.
  • Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively to groups of customers or organizational employees.

Responsibilities

  • Provide advanced level 2 technical support remotely for critical cases escalated from level 1 to Field Engineering.
  • Resolve complex incidents within established timeframes to ensure operational continuity.
  • Communicate systemic issues to the Technical Support Team Leader for advanced level 2.5 troubleshooting and resolution.
  • Provide advanced level 2 technical support in person for critical escalated cases when required.
  • Serve as a technical reference in highly complex situations, ensuring operational continuity and customer satisfaction.
  • Document and deliver follow-up technical reports on actions taken to resolve cases in the field.
  • Obtain certifications for Glory equipment to increase the technical capability of the area.
  • Stay current on new technologies and troubleshooting methodologies.
  • Use technical tools and documentation, including service manuals, parts lists, and technical bulletins provided by level 3 support.
  • Create guides, technical documentation, and materials for Field Engineering.
  • Document all activities completely and consistently in SWO.
  • Identify Field Engineering knowledge gaps and propose improvements based on real cases.
  • Communicate with Technical Training teams, software development, and product management to determine best practices and procedures for reducing recurrence.
  • Support Field Engineering in real time while critical cases are being handled.
  • Coordinate with Technical Training teams and the Repair Center to close technical feedback loops.
  • Promote disciplined use of support tools and technical standards.
  • Perform other assigned tasks.
  • Execute area activities on a rotating schedule to ensure full coverage Monday through Sunday between 06:00 and 23:00 and maintain operational continuity and process efficiency.

Desired Qualifications

  • Experience troubleshooting and providing field support.

About the Company

GLORY

Automates cash handling with cash recyclers

1) What the company does: Glory Global Solutions provides cash technology solutions that automate cash processes for customers in the financial, retail, gaming, and cash-in-transit industries, including products like cash recyclers and point-of-sale cash management systems. 2) How the product works: Its cash handling systems automate cash intake, storage, verification, and dispensing, often recycling cash to optimize liquidity and reduce manual handling, with secure, integrated hardware and software that fit clients’ workflows. 3) How it differs from competitors: It offers customized, end-to-end cash technology solutions and ongoing service agreements tailored to each client’s security, efficiency, and operational needs, rather than generic hardware. 4) Goal: To improve operational efficiency, enhance security, free staff to focus on customer experience, and promote sustainability by designing technology that supports social change and efficient cash management.

Company size
Not listed
Company stage
Acquired
Total funding
Not listed
Headquarters
Basingstoke, United Kingdom
Founded
2008

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