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 Description
Position: Level 2 Support Engineer
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 multitier model, L2 is responsible for complex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications.
As an L2 Support Engineer, you will rotate across defined product “pods”, allowing you to build specialist knowledge while gradually developing full portfolio subject matter expertise. 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
Conduct structured diagnostics to identify probable root causes
Validate reproducibility, isolate components, and determine when engineering level engagement is required
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 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) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer centric culture
Contribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experienceThis may include assisting with triage, rapid validation, and targeted L1 handling when required
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
Documentation & Knowledge Development
Produce detailed investigation notes, troubleshooting flows, and technical documentation
Create and refine knowledge articles to strengthen organisational capability and reduce repeat incidents
Identify recurring issues, patterns, or systemic trends and contribute to Problem Management processes
Provide feedback to Level 1 and training functions regarding observed knowledge or skill gaps
Continuous Improvement & Development
Participate in coaching, feedback, and development activities to continuously improve…