Level 2 Support Engineer
NCR Voyix
Level 2 Support Engineer
NCR Voyix
B2B digital commerce software, hardware solutions.
About NCR VOYIX
Position: Level 2 Support Engineer (English & French Bilingual)
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 multi-tier model, L2is responsible forcomplex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications.
This role requires full professional fluency in both English and French, supporting a bilingual customer and partner base across multiple regions. The engineer will deliver high-quality technical support, written communication, and customer engagement in both languages.
As an L2 Support Engineer, you will rotate across defined product “pods”, allowing you to build specialist knowledge while gradually developing full portfolio subject 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 systems applications
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)
Perform in-depth troubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems
Deliver technical support and communication in both English and French, ensuring clarity and accuracy across all customer interactions
Conduct structured diagnostics toidentifyprobable root causes
Validate reproducibility, isolate components, anddeterminewhen engineering level engagement isrequired
Utilise logs, telemetry, remote access tools, and technical artefacts to drive high-quality investigations
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 in both English and French throughout the investigation cycle
Partner closely with Level 3, Engineering, DevOps, and Product teams to ensure efficient, high-quality outcomes
Support Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping uplift first contact resolution capability
Gauge customer satisfaction (CSAT) on every interaction, ensuring communication quality reflects a bilingual, customer-centric culture
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 next action recommendations
Validate solutions delivered by upstream teams before confirming closure with the customer
Ensure all escalation documentation is clear and professionally written in English, with the ability to support French-language context whererequired
Documentation & Knowledge Development
Produce detailed investigation notes, troubleshooting flows, and technical documentation
Create and refine knowledge articles in English, with consideration for French-language support needs where applicable
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 skill development 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 new product introduction 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 issue resolution, service ownership
Level 2:Deep technical investigation,componentlevel analysis
Level 3:Advanced productexpertise, complex RCA, and defect resolution
There are clear opportunities for progression as technical capability and service maturity develop.
Skills & Experience
Required
High School diploma or equivalent
Fluent in both English and French (written and verbal) — mandatory
Proven ability to provide technical support, troubleshooting, and customer communication in both languages
Strong technical experience with Windows operating systems
Minimum of 2 years’ experience in a technical service desk role
Demonstrated analytical and troubleshooting capability
Ability to work in a structured, high-volume, process-driven support 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, or store systems applications
Experience supportingmultilingual or international customer environments
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 in both 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.”
NCR Voyix provides digital commerce solutions for retail, restaurant, and banking by combining software, services, and hardware (POS, self-service kiosks, and digital banking platforms) for a B2B base. Its products work as an integrated stack of hardware terminals and software for payments, order management, and customer interactions, enabling sales processing, self-service, and digital payments with ongoing installation, maintenance, and integration services. The company differentiates itself with an end-to-end, enterprise-focused solution that spans software, services, and hardware across multiple industries in a global B2B model, helping clients adapt to higher demand for self-service and digital payments. Its goal is to help businesses adopt and scale self-service, digital payments, and seamless transactions to improve efficiency and customer experience.
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