Level 2 Support Engineer – Retail Applications

About the role

The Level 2 Support Engineer joins NCR Voyix’s Retail Applications team to provide advanced technical support for a portfolio of retail devices, payment services, cloud solutions, and store system applications. Working in a multitier model, you will investigate escalated incidents, identify root causes, and collaborate with engineering to deliver high‑quality outcomes for customers worldwide.

Key responsibilities

• Perform in‑depth troubleshooting on escalated Level 1 incidents across software, hardware, networking, and cloud‑based systems.
• Conduct structured diagnostics, validate reproducibility, isolate components, and determine when engineering engagement is required.
• Utilise logs, telemetry, remote‑access tools, and other technical artefacts to drive investigations.
• Provide temporary work‑arounds while permanent fixes are developed.
• Retain ownership of escalated cases through resolution or formal hand‑over to Level 3.
• Communicate proactively with customers and internal partners throughout the investigation cycle.
• Partner with Level 3, Engineering, DevOps, and Product teams to ensure efficient outcomes.
• Support Level 1 by sharing diagnostic approaches and helping improve first‑contact resolution.
• Monitor customer satisfaction (CSAT) on each interaction and act to maintain a customer‑centric culture.
• Assist during peak periods to bridge capacity gaps and protect service levels.

Required profile

• Strong analytical and problem‑solving abilities for complex technical issues.
• Excellent communication skills with a focus on clear, proactive customer interaction.
• Ability to work collaboratively across multiple technical and product teams.
• Flexibility to adapt to rotating product “pods” and peak‑time workload fluctuations.

Required skills

• Experience with retail devices and peripherals.
• Knowledge of payment, cloud, and web services.
• Familiarity with store systems applications.
• Proficiency in Windows and Linux operating systems.
• Ability to analyse logs, telemetry data, and use remote‑access diagnostic tools.