Level 2 Support Engineer (French/English)
NCR Voyix · Belgrade, Serbia · 24d ago
About NCR VOYIX
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Job Title: Level 2 Support Engineer (English & French)
Location: Belgrade, Serbia
Role Overview
As a Level 2 Support Engineer, you will provide advanced technical support within a multi-tier support organization, handling complex troubleshooting, root cause analysis, and technical investigations across retail hardware, software, payment services, cloud solutions, store applications, and Windows/Linux environments.
You will support customers and partners in English and French, delivering high-quality technical assistance and communication across multiple regions. Working within rotating product pods, you will develop expertise across retail devices, payment and cloud services, store applications, and operating systems while building broader product knowledge.
Key Responsibilities
- Investigate and resolve incidents escalated from Level 1 across software, hardware, networking, and cloud-based systems.
- Perform root cause analysis using logs, telemetry, remote access tools, and diagnostic data.
- Provide clear technical support and customer communication in English and French.
- Own and manage escalated cases through resolution or handover to Level 3.
- Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams to deliver efficient customer outcomes.
- Validate solutions, provide temporary workarounds when needed, and ensure proper escalation documentation.
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
- Identify recurring issues and contribute to problem management, service improvements, automation initiatives, and new product readiness activities.
- Support and mentor Level 1 teams through knowledge sharing, coaching, and investigative guidance.
- Assist with Level 1 activities during peak periods to maintain service levels and customer satisfaction.
Career Progression
This role is part of a structured support model:
- Level 1: Customer support, issue resolution, and service ownership
- Level 2: Advanced troubleshooting, technical investigation, and root cause analysis
- Level 3: Product expertise, complex defect resolution, and advanced RCA
Clear opportunities for progression are available as technical expertise and service maturity develop.
Skills & Experience
Required
- High School diploma or equivalent
- Fluent English and French (written and verbal)
- Minimum 2 years of experience in a technical service desk or support role
- Strong experience supporting Windows operating systems
- Proven troubleshooting, analytical, and customer support skills
- Ability to work in a structured, high-volume, process-driven environment
- Strong organizational skills and attention to detail
Preferred
- Experience with Linux environments
- Previous Level 2 or advanced service desk experience
- Exposure to payment systems, cloud services, retail hardware, or store applications
- Experience supporting multilingual or international customers
Core Competencies
- Strong customer focus and ownership mindset
- Advanced analytical and investigative skills
- Ability to interpret logs, diagnostic data, and system outputs
- Comfortable learning new technologies and working across multiple product domains
- Professional communication skills in English and French
- Collaborative, team-oriented approach
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”