Terminal Software Technical Support Engineer

Overview

As a Terminal Software Technical Support Engineer, you will join Ingenico's Central Software Technical Support team, a group of technical experts providing advanced software support for Ingenico payment terminals worldwide. As a key escalation point for Ingenico's regional support organizations, you will investigate complex software issues, perform in-depth technical analysis, and collaborate closely with Software and Hardware R&D teams to identify root causes and drive resolutions. This role is ideal for professionals who enjoy troubleshooting, problem-solving, and working in a highly international and collaborative environment. You will play a critical role in ensuring the reliability, stability, and performance of Ingenico's AXIUM platform while supporting teams across multiple regions and developing expertise in innovative payment technologies.

Responsibilities

• Provide advanced software technical support for Ingenico AXIUM terminals and associated technologies.
• Manage, track, and investigate support requests through the JIRA ticketing system.
• Support Ingenico Regional Level 2 Software Support teams worldwide by providing technical expertise and guidance.
• Analyze terminal logs, traces, and diagnostic files to identify root causes and recommend corrective actions.
• Collaborate closely with Software and Hardware R&D teams to troubleshoot and resolve complex technical issues.
• Develop software samples and test applications to reproduce customer and regional support issues.
• Produce technical documentation, technical notes, and troubleshooting guides when required.
• Contribute to knowledge sharing and the continuous improvement of support processes and best practices.
• Build expertise in one or more technology domains embedded within Ingenico payment terminals.

Requirements

• Master's Degree or Engineering Degree in Computer Science, Software Engineering, Embedded Systems, or a related field
• Minimum 5 years of experience in embedded software development, software technical support, or troubleshooting activities
• Strong development skills in Java and Kotlin
• Experience with ticketing and issue-tracking tools such as JIRA
• Strong analytical, debugging, and problem-solving capabilities
• Ability to analyze logs, traces, and diagnostic data to perform effective root cause investigations
• Excellent communication skills and ability to work with international teams
• Fluent in English, both written and spoken