Tech Specialist

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: Senior Support Engineer 
Organisation: Retail Applications

Role Overview
The Senior Support Engineer operates at the advanced end of the support organisation, providing deep technical investigation and resolution capability across complex, multi-technology environments. This role sits at the boundary between support and engineering, owning the most challenging incidents and acting as a technical authority across the teams it serves.
The engineer works across a broad technology stack including IoT-connected systems, relational and non-relational databases, cloud platforms, messaging infrastructure, and enterprise application layers, and is expected to apply structured diagnostic thinking regardless of the technology domain.
Operating within a pod rotation model, the Senior Support Engineer builds deep specialist expertise across defined technology areas over time, developing into a well-rounded technical SME capable of leading investigations across the full portfolio.

The role operates within a 24x7 support organisation.

Pod Rotation Model
The Senior Support Engineer operates within a multi-pod support structure, aligned to defined technology and product domains. Rotation across pods enables the engineer to:
•    Build deep technical expertise within each domain
•    Understand interdependencies between application, platform, data, and infrastructure layers
•    Act as a senior technical contributor within each assigned pod, leading investigations and mentoring
•    Carry knowledge forward between pods, reducing single-point-of-expertise risk
•    Support pod readiness for new product introductions, platform changes, and technology rollouts

Key Responsibilities

Advanced Technical Support
•    Own the most complex and high-severity escalated incidents, providing structured, evidence-led investigation
•    Diagnose issues spanning multiple technology layers: application, database, operating system, network, API, IoT/edge, and cloud
•    Analyse logs, telemetry, database diagnostics, API traces, and system-level output to identify root cause
•    Reproduce issues in controlled or lab environments to validate hypotheses and confirm fixes
•    Provide interim workarounds and long-term remediation recommendations where engineering changes are required
•    Support IoT-connected systems and edge infrastructure, ensuring stable communication between devices, middleware, platform services, and cloud layers

Database & Data Layer Support
•    Investigate database-level issues across relational platforms (e.g., SQL Server, PostgreSQL, MySQL) and non-relational platforms (e.g., MongoDB, Redis, Elasticsearch)
•    Analyse query performance, indexing strategies, locking and blocking behaviour, schema integrity, and data consistency issues
•    Identify and document application-to-database interaction defects for escalation to engineering
•    Support data migration, patching, and upgrade activities where they intersect with customer-impacting incidents
•    Understand and troubleshoot ORM behaviour, connection pooling, and transaction management where relevant to investigation
IoT & Connected Systems
•    Support IoT-enabled environments including edge devices, on-premise gateways, and cloud-connected endpoints
•    Troubleshoot device connectivity, state management, and communication failures across IoT stacks
•    Diagnose messaging infrastructure issues (e.g., MQTT, AMQP, event bus patterns) and their downstream impact on system behaviour
•    Identify firmware, driver, or OS-level contributions to device failures and escalate with complete diagnostic context
•    Understand edge-to-cloud data flows and the failure modes that can occur at each layer

Service Ownership & Collaboration
•    Retain end-to-end ownership of assigned incidents through to resolution or formal engineering handoff
•    Provide clear, high-quality diagnostic summaries to Engineering and DevOps teams, including reproduction steps, logs, evidence, and probable root cause analysis
•    Collaborate closely with Engineering, DevOps/SRE, Product Management, and platform teams
•    Maintain strong, proactive communication with customers, reinforcing confidence and ownership throughout the incident lifecycle
Escalation & Problem Management
•    Escalate issues only after full technical investigation and in line with defined escalation paths
•    Identify recurring patterns across application, data, device, or infrastructure layers and feed findings into Problem Management
•    Contribute to long-term service improvements that reduce repeat incidents and improve platform stability
•    Participate in post-incident reviews and ensure learnings are captured and shared

Documentation, Knowledge & Technical Leadership
•    Produce high-quality technical documentation including knowledge articles, troubleshooting guides, and platform interaction references
•    Mentor and coach Level 1 and Level 2 engineers in advanced troubleshooting techniques, log analysis, and diagnostic discipline
•    Act as a technical escalation point within the support organisation and assigned product pods
•    Support cross-training, pod rotations, and readiness for new products, platform changes, and technology rollouts
Skills & Experience
Required
•    Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
•    3-5+ years in a senior technical support, software support, or systems engineering role
•    Strong experience with Windows and/or Linux operating systems
•    Demonstrable experience investigating relational database issues (query analysis, performance, integrity)
•    Exposure to IoT concepts, edge computing, or connected device environments
•    Ability to analyse complex logs, API traces, diagnostics, and system telemetry
•    Strong written and verbal communication skills in English
Desirable
•    Experience with NoSQL databases (MongoDB, Redis, Elasticsearch, or similar)
•    Familiarity with cloud platforms (AWS, Azure, GCP) and cloud-native architectures
•    Exposure to containerisation and orchestration (Docker, Kubernetes)
•    Understanding of messaging protocols (MQTT, AMQP, Kafka, or similar)
•    Networking fundamentals: TCP/IP, DNS, TLS, proxies, and firewalls
•    Development or code-level debugging experience (e.g., Python, C#, Java, PowerShell)
•    Experience in enterprise or distributed systems environments
•    Familiarity with ITSM platforms such as ServiceNow
Core Competencies
•    Deep analytical and root-cause analysis capability across multiple technology domains
•    Strong ownership and accountability for customer outcomes
•    Ability to operate effectively in complex, ambiguous technical environments
•    Professional, confident, and customer-focused communicator
•    Collaborative, team-oriented mindset
•    Commitment to continuous learning and skill expansion across pods and technology areas

Career Progression
This role provides strong progression pathways into:
•    Platform or Product Engineering
•    DevOps / Site Reliability Engineering
•    Principal Support Engineering
•    Technical Leadership roles within the organisation
The Senior Support Engineer sits within the structured support model: Level 1 (intake and resolution) - Level 2 (deep investigation) - Senior Engineer / Level 3 (technical authority and complex RCA) - Engineering and platform roles.
 

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.”