Technical Support Engineer - pagero

2nd Line Support 24/7 – Pagero

Are you a technically proficient professional who enjoys analyzing, resolving complex issues and appreciate the variation that working different shifts would give?

Are you motivated by delivering effective solutions and supporting internal stakeholders and external customers alike?

If so, the 2nd line 24/7 Support role at Pagero could be an ideal next step in your career.

As part of the 2nd line team, you will work rotating shifts - including evenings, nights, weekends, holidays and at the same time work very closely with other 2nd line team members to monitor document flows, support day-to-day production operations, and handle customer-specific solutions. You will manage support cases primarily via a ticketing system, analyzing issues, troubleshooting, and performing advanced error handling. The 2nd line team is responsible for all production communications, including troubleshooting, minor configurations, and straightforward setups. We also support other departments with our expertise in our platform, services, and applications. To thrive in this role, you adapt quickly to new tasks and are motivated to understand the root causes of problems. You have the desire and ability to help others and to deliver excellent support. You are a solution-oriented team player who takes responsibility, communicates clearly, and focuses on finding the best, most sustainable solution.

Pagero has recently joined Thomson Reuters. Together, we are building the world's largest, open business network. With our cloud-based network, customers can reach any business, anywhere in the world – no matter how many borders their operations may cross. We take care of the technical and regulatory requirements across the entire order-to-cash, purchase-to-pay and freight processes, to give customers data accuracy and security, transparency, and real-time visibility. All this through a single connection.

About the Role

In this opportunity as a 2nd line 24/7 Support technician, you will:

• Work rotating shifts, including evenings, nights, weekends, and holidays
• Support our platform and customers
• Perform advanced and thorough troubleshooting
• Handle customer specific setups
• Update communication configurations for production customers
• Act as a last instance of support
• Quality assurance and maintainability
• Create and update internal and self-service documentation

About You

You're a fit for the role of 2nd line 24/7 Support if you have the following required qualifications:

• Academic technical degree or relevant experience
• A great interest and understanding of technology
• Excellent skills in written and spoken English and minimum basic level in Swedish
• Successfully pass an extended background check (criminal and credit).

Additional Preferred Qualifications Include

• Experience from support, service or technology
• Experience of working with XML and/or other structured formats
• Experience of working in an international environment
• Experience of EDI (e-invoice/order)
• Knowledge of other languages is an advantage

What's in It For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.