Level 2 Support Engineer (Spanish/English)

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 & Spanish)

Location: Belgrade, Serbia

Shifts: 8h-16h and 9h-17h

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 solutions, cloud services, store applications, and Windows/Linux environments.

You will support customers and partners in both English and Spanish, delivering high-quality technical assistance and communication. Working within rotating product pods, you will develop specialist expertise while building knowledge across the wider product portfolio.

Key Responsibilities

• Investigate and resolve incidents escalated from Level 1 across software, hardware, networking, cloud, and retail systems.
• Perform root cause analysis using logs, telemetry, remote access tools, and diagnostic data.
• Provide technical support and customer communication in English and Spanish.
• Own escalated cases through resolution or handover to Level 3.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams to ensure effective customer outcomes.
• Provide temporary workarounds when required and validate solutions before case closure.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring issues and contribute to problem management and continuous improvement initiatives.
• Support cross-training, mentoring, process improvements, automation projects, and new product introductions.
• Assist Level 1 during peak periods to help maintain service levels and customer satisfaction.

Career Progression

This role is part of a structured support model:

• Level 1: Customer support and known issue resolution
• Level 2: Advanced troubleshooting and technical investigation
• Level 3: Product expertise, complex root cause analysis, and defect resolution

There are clear opportunities for career growth as technical expertise develops.

Skills & Experience

Required

• High School diploma or equivalent
• Fluent English and Spanish (written and verbal)
• Minimum 2 years of experience in a technical service desk or IT support role
• Strong troubleshooting, analytical, and customer support skills
• Experience supporting Windows operating systems
• Ability to work in a structured, high-volume support environment
• Strong organizational skills and attention to detail

Preferred

• Experience with Linux environments
• Previous Level 2 support 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 mentality
• Advanced analytical and investigative skills
• Ability to interpret logs, diagnostic data, and system outputs
• Comfortable learning new technologies and working across different product areas
• Professional and confident communication skills in English and Spanish
• 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."