SW Support Engineer

You will be working as an L3 SW Support Engineer I at NCR VOYIX Corporation, a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. Your role will involve resolving customer-impacting incidents, supporting a state machine-based C/C++ application stack, managing workload to meet SLAs, collaborating with support development teams and vendors, maintaining a knowledge database, detecting and raising defects, escalating issues when necessary, mentoring support technicians, and contributing to technical documentation. Key Responsibilities: - Resolve customer-impacting incidents by identifying root causes. - Support a C/C++ application stack using OPOS hardware interactions, API, and MQTT-based calls. - Manage workload to meet contractual SLAs. - Collaborate with support development teams and vendors. - Maintain a knowledge database and known errors. - Detect, investigate, recreate, and raise defects. - Escalate issues internally and externally as per defined paths. - Mentor L1 and L2 Support Technicians. - Write and review technical documents for internal and public use. Qualifications Required: - Bachelor's Degree in Computer Science or similar field. - 3-5 years of experience in a senior technical support role, preferably in the Retail industry. - Strong customer service skills with the ability to be persuasive/assertive professionally. - Proficiency in problem statement formulation, data gathering/analysis, and case note recording. - Solid troubleshooting skills and familiarity with related tools and technologies. - Excellent time management and organizational skills. - Experience with blind troubleshooting (logs only) and fault recreation. Please note that offers of employment are subject to the successful completion of screening criteria relevant to the position. You will be working as an L3 SW Support Engineer I at NCR VOYIX Corporation, a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. Your role will involve resolving customer-impacting incidents, supporting a state machine-based C/C++ application stack, managing workload to meet SLAs, collaborating with support development teams and vendors, maintaining a knowledge database, detecting and raising defects, escalating issues when necessary, mentoring support technicians, and contributing to technical documentation. Key Responsibilities: - Resolve customer-impacting incidents by identifying root causes. - Support a C/C++ application stack using OPOS hardware interactions, API, and MQTT-based calls. - Manage workload to meet contractual SLAs. - Collaborate with support development teams and vendors. - Maintain a knowledge database and known errors. - Detect, investigate, recreate, and raise defects. - Escalate issues internally and externally as per defined paths. - Mentor L1 and L2 Support Technicians. - Write and review technical documents for internal and public use. Qualifications Required: - Bachelor's Degree in Computer Science or similar field. - 3-5 years of experience in a senior technical support role, preferably in the Retail industry. - Strong customer service skills with the ability to be persuasive/assertive professionally. - Proficiency in problem statement formulation, data gathering/analysis, and case note recording. - Solid troubleshooting skills and familiarity with related tools and technologies. - Excellent time management and organizational skills. - Experience with blind troubleshooting (logs only) and fault recreation. Please note that offers of employment are subject to the successful completion of screening criteria relevant to the position.