Level 2 Support Engineer (French/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.

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 context where required

Documentation & Knowledge Development

• Produce detailed investigation notes, troubleshooting flows, and technical documentation
• Create and refine knowledge articles in English, with consideration for French-language support needs where applicable
• 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 service quality
• Participate in structured cross-training and skill development programs aligned to pod rotation
• Support initiatives focused on improving diagnostic tooling, automation, workflow efficiency, and customer experience
• Contribute to special projects, beta programs, and new product introduction readiness activities
• Mentor less experienced colleagues in Level 1, enhancing overall organisational capability

Career Progression

This role operates within a structured support model:

• Level 1: Customer intake, known issue resolution, service ownership
• Level 2: Deep technical investigation, component level analysis
• Level 3: Advanced product expertise, complex RCA, and defect resolution

There are clear opportunities for progression as technical capability and service maturity develop.

Skills & Experience

Required

• High School diploma or equivalent
• Fluent in both English and French (written and verbal) - mandatory
• Proven ability to provide technical support, troubleshooting, and customer communication in both languages
• Strong technical experience with Windows operating systems
• Minimum of 2 years' experience in a technical service desk role
• Demonstrated analytical and troubleshooting capability
• Ability to work in a structured, high-volume, process-driven support environment
• Strong organisation, discipline, and attention to detail

Desirable

• Experience with Linux environments
• Prior Level 2 or advanced service desk experience
• Exposure to payment systems, cloud services, retail hardware, or store systems applications
• Experience supporting multilingual or international customer environments

Core Competencies

• Strong customer focus with high ownership and urgency
• Advanced analytical and investigative skills
• Ability to interpret diagnostic data, logs, and system outputs
• Comfortable learning new technologies and rotating across product domains
• Professional, clear, and confident communicator in both English and French
• 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."