Terminal software Technical Support engineer

Job Description:

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico's approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

About the Role

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.

Key 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.

Required Qualifications

* 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.

Key Competencies

* Strong attention to detail and a rigorous approach to problem-solving.

* Passion for technical investigations and troubleshooting.

* Customer-focused mindset with a willingness to help others resolve complex issues.

* Curiosity and eagerness to continuously learn new technologies.

* Strong collaboration and communication skills in a multicultural environment.

* Ability to work autonomously while effectively engaging with cross-functional teams.

Preferred Qualifications

* Experience within the electronic payments industry.

* Knowledge of Ingenico products and payment terminal environments.

* Understanding of payment technologies, including contact and contactless transactions.

* Knowledge of telecommunications and connectivity technologies, including: 2G / 3G / 4G, Bluetooth ,Wi-Fi

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process
We want to adapt our processes and create a safe work environment that welcomes everyone.
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