Level 2 Support Engineer
NCR Voyix · Belgrade, Serbia · 1mo 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.
Position: Level 2 Support Engineer
Organisation:Retail Applications
Role Overview
The Level 2 Support Engineer provides advanced technical support and deeper investigative capability within the Retail Applications support organisation. Operating within a multitier model, L2is responsible forcomplex troubleshooting,root causeidentification, and technical validation across hardware, software, payment services, cloud solutions, andstore systemapplications.
As anL2 Support Engineer, you willrotate across defined product “pods”,allowingyouto build specialist knowledge while gradually developingfull portfoliosubject matterexpertise. This structured rotation mirrors the L1 operating model and supports deep technical fluency across(although not limited to):
Retail devices and peripherals
Payment, cloud, and web services
Store systemsapplications
Windows and Linux operating systems
This role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues.
Key Responsibilities
Advanced Technical Support (Level 2)
Performin-depthtroubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems
Conduct structured diagnostics toidentifyprobable root causes
Validate reproducibility, isolate components, anddeterminewhen engineeringlevel engagement isrequired
Utilise logs, telemetry,remote accesstools, and technical artefacts to drivehigh-qualityinvestigations
Provide temporary workarounds where permanent fixes require engineering action
Service Ownership & Collaboration
Retain accountability for escalated cases through to resolution or formal handover to Level 3
Provide clear, proactive communication to customers and internal partners throughout the investigation cycle
Partner closely with Level 3, Engineering, DevOps, and Product teams to ensure efficient,high-qualityoutcomes
Support Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping upliftfirst contactresolution capability
Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect ourcustomer centricculture
Contribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experience
This may include assisting with triage, rapid validation, and targeted L1 handling whenrequired
Support is structured, collaborative, and delivered in alignment with our customer-first operating model
Escalation Management
Escalate incidents only after full Level 2 investigation and in adherence with documented escalation paths
Provide Level 3 with clear diagnostic summaries, reproduction steps, logs, and nextaction recommendations
Validate solutions delivered by upstream teams before confirming closure with the customer
Documentation & Knowledge Development
Produce detailed investigation notes, troubleshooting flows, and technical documentation
Create and refine knowledge articles to strengthen organisational capability and reduce repeat incidents
Identifyrecurring issues, patterns, or systemic trends and contribute to Problem Management processes
Provide feedback to Level 1 and training functionsregardingobserved knowledge or skill gaps
Continuous Improvement & Development
Participate in coaching, feedback, and development activities to continuously improve service quality
Participate in structured cross-training and skilldevelopment programs aligned to pod rotation
Support initiatives focused on improving diagnostic tooling, automation, workflow efficiency, and customer experience
Contribute to special projects, beta programs, and newproductintroduction readiness activities
Mentor less experienced colleagues in Level 1, enhancing overall organisational capability
Career Progression
This roleoperateswithin a structured support model:
Level 1:Customer intake,known issueresolution, service ownership
Level 2:Deep technical investigation,componentlevelanalysis
Level 3:Advanced productexpertise, complex RCA, and defect resolution
There are clear opportunities for progression as technical capability and service maturity develop.
In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.
Skills & Experience
Required
High School diploma or equivalent
Advanced Englishcommunication skills (written and verbal)
Strong technical experience with Windows operating systems
Minimum of 2yearsexperiencein a technical service desk role
Demonstrated analytical and troubleshooting capability
Ability to work in a structured,high-volume,process drivensupport environment
Strong organisation, discipline, and attention to detail
Desirable
Experience with Linux environments
Prior Level 2 or advanced service desk experience
Exposure to payment systems, cloud services, retail hardware, orstore systemsapplications
Additionallanguages advantage
Core Competencies
Strong customer focus with high ownership and urgency
Advanced analytical and investigative skills
Ability to interpret diagnostic data, logs, and system outputs
Comfortable learningnew technologiesand rotating across product domains
Professional, clear, and confident communicator
Collaborative,team-orientedapproach
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.”