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: Level 2 Support Engineer (English & French Bilingual)
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 multi-tier model, L2 is responsible for complex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications.
This role requires full professional fluency in both English and French, supporting a bilingual customer and partner base across multiple regions. The engineer will deliver high-quality technical support, written communication, and customer engagement in both languages.
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
Deliver technical support and communication in both English and French, ensuring clarity and accuracy across all customer interactions
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 in both English and French 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) on every interaction, ensuring communication quality reflects a bilingual, customer-centric culture
Contribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experience
This 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
Ensure all escalation documentation is clear and professionally written in English, with the ability to support French-language…