ABOUT THE ROLE & TEAMThe Software Support Engineer is responsible for providing high-quality software technical support to Ingenico customers and partners: Ingenico terminal applications, doing terminal s/w integration, communication and security protocols (USB, Ethernet, Wi-Fi, Bluetooth, TLS, etc.).
WHAT YOU'LL DO- Investigate and resolve software, performance, and communication issues affecting payment terminals and payment solutions.
- Analyze application logs, communication traces, EMV data, and source code to identify root causes and deliver timely solutions.
- Provide technical support and guidance to customers, partners, and software developers integrating Ingenico payment solutions.
- Support applications running on Android, Windows, Linux, and iOS platforms, ensuring reliable and secure payment processing.
- Develop troubleshooting tools, utilities, and internal applications that improve operational efficiency and support effectiveness.
- Validate and qualify incoming support requests to ensure accurate issue escalation and efficient resolution paths.
- Act as a liaison between customers, engineering teams, and business stakeholders, maintaining clear communication throughout the support lifecycle.
- Maintain accurate documentation, activity records, and status reports to support continuous improvement and knowledge sharing.
- Deliver training, technical guidance, and best practices to customers, partners, and internal teams as needed.
- Contribute to ongoing service excellence by proactively identifying opportunities to improve products, processes, and customer experience.
ABOUT YOUR SKILLS- Strong technical troubleshooting expertise across software applications, payment terminals, and integrated payment solutions.
- Experience supporting Android, Windows, Linux, and iOS environments, with working knowledge of C/C++, Java, and Kotlin.
- Proficient in diagnosing communication and connectivity issues involving USB, Ethernet (TCP/IP, TLS), Wi-Fi, and Bluetooth.
- Skilled in log analysis, trace review, debugging, root cause analysis, and issue resolution using tools such as Wireshark.
- Excellent verbal and written communication skills, with the ability to translate complex technical concepts for both technical and non-technical audiences.
- Demonstrated ability to collaborate across multiple teams, manage stakeholder expectations, and resolve complex customer-facing issues.
- Strong analytical, problem-solving, and self-learning capabilities with a customer-focused approach.
- Experience documenting support activities, creating status reports, and delivering technical training when required.
- Knowledge of payment technologies, POS systems, EMV, cryptography, E2EE, and financial messaging standards are an asset.
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