Tertiary qualification in Computer Science, Software Development, Engineering, or equivalent industry experience
Excellent communication skills written and verbal - able to clearly articulate and communicate technical concepts precisely and succinctly
3+ years of software development and/or testing experience - developing code using C++/Java
Experience with Version Control Systems (Git)
Technical skills including high level understanding of software development, network systems, software test
Problem investigation and resolution experience in a software environment
Proven track record in technical documentation and training material generation and delivery
Professional experience in a customer facing environment
Build and maintain relationships with people of all levels, internally and externally
Ability to take technical specifications and translate them to a level the end user will understand
Proactive - able to on-sell products and services
Outstanding time management and organizational skills
No restrictions on travel
Desirable:
Payments industry experience
Experience working with Linux OS
Experience in embedded software development
Position Purpose:
SDK Technical Writer/Developers ensure OEM support activities are handled effectively and efficiently for the Invenco hardware and software ecosystem.
Take ownership of the function of technical documentation within the engineering team with an emphasis on product Software Development
Kits (SDKs), documentation, support, and training material/portfolio development.
Core functions:
1) Technical Documentation
Review, Create and Maintain easy to read and understandable user guides, application notes, implementation notes, reference notes, release notes and other technical documentation for engineering product by, amongst other things:
Using, translating, consolidating, summarizing existing technical specifications and notes
Extracting information effectively and efficiently from software developers
Reading and Creating C, C++, and Java code to understand implementation
Review, Create, Maintain and own the Software Development Kit (SDK) documentation pack / deliverable for the Invenco product suite, including but not limited to:
Utilisation and updating of in-house resources, including but not limited to JIRA and Confluence
Move to topic-based authoring practices and seek effective tools for this purpose
Consider product feature and document content dependencies and incorporate this into output
Creating graphical elements and multimedia content as required to support documentation
Configuration and Control
Applying current process to configuration and motivating for improvement in process where necessary
Ensure configuration of all technical documentation retrospectively and on creation of new documentation making use of documentation
numbering, version control and security ratings.
Ensuring that documentation is reviewed and change management is used to introduce the documentation into the system.
Attending to Storage, Structure, Categorising and Organisational requirements for documentation using appropriate tools and infrastructure (SVN, Git, Database, etc.)
Control and Distribution
Applying and introducing best practice to control and distribution by, amongst other things:
Review, Create and Maintain customer facing documentation, code examples, training material and content for customer facing distribution mechanism (FTP, web portal, online service content, etc.)
Track content delivery and update content to customers as required
2) OEM Support
Level 3 incident analysis, co-ordination, communication and resolution for Invenco basket of products
Testing, replicating and trialing OEM issue scenarios, workarounds and generating code / applications / debugging facilities to ensure efficient resolution of issues
To be a Subject Matter Expert (SME) for the OPT products, applications, supporting SDK and Tools.
To act as the first escalation point for OEM customers
Co-ordination and planning of software updates and releases to address issues and tracking of issues against releases and reasons for them
3) Embedded and Application software development and documentation
Contribute to requirement gathering, specification creation and design as required
Contribute to project planning by providing input on estimates and detailing dependencies
Complete the development of new functionality and modifications to existing functionality on/with embedded devices according to project requirements and plan
Ensure code is in accordance with good coding practices
Develop solutions with minimum defects
Ensure timelines are met in implementations
Ensure all functionality delivered with regression / unit tests
Complete software documentation, ensuring updates align with code changes
Ensure product documentation is updated according to project plans and timelines
Ensure customer specific application solutions are in line with the customer and company requirements
4) Development Process and Continuous Improvement
Follow agile development methodology
Actively use and advocate our procedures and processes
Contribute to continuous improvement in systems and processes
Escalate issues and delays in a timely manner
Evaluate status quo and apply best practice
Look for opportunities and work to continuously improve process
Set up and maintain processes and procedures where required
Reporting on planned activities, progress and performance
Use existing systems and processes - JIRA, Confluence, Time Logging, Project Planning, etc. to plan and execute work
5) Demonstration Code Development and Maintenance
Development of sample code for demonstration of features and best practice (C, C++, Java)
Ensuring sample code conforms to Invenco coding standards and policies, that the code is robust, peer-reviewed, committed to and maintained through appropriate change management and version control systems
Show value of product through the creation of demo applications and presentations
Maintain and improve internal automation scripts, including validation/build/test/release
6) Training and Support
Development of training materials (presentations, tutorials, videos)
Creating graphical elements and multimedia content as required to support training material.
Working with OEM support function, identification of trends, common themes, questions and develop priorities of mentioned technical documentation and training material development
Be actively involved in onboarding and training of customers and channel partners, including stakeholders in the Engineering leadership group and the Product Management team
Prepare and present training sessions for external customers/partners and internal teams
Able to support products through gained knowledge of the product
Augment and support the Product Experts in aiding development as a subject matter expert in Invenco Products
Relay relevant feedback about our products from customers to appropriate teams
Ordering and raising of tickets
7) Customer Communication and relationship management
Interfacing with OEM customers, attending and participating in support meetings / conference calls as required by internal and external stakeholders (internal customers / OEM partners).
Interfaces with local customers and customer agents providing agreed contractual reporting to them as required
Keeps Account Manager updated and informed of the issues and communications with customers while keeping the Customer Support Manager in the loop
Works collaboratively with the Engineering leadership group and the Product Management team, keeping them informed and updated on status and resolution plans to maintain customer and partner satisfaction levels
To continuously keep overview of issues and be onsite as and when it is required
