POS System Support Engineer

Key responsibilities

• Provide second-line (L2) support for POS terminals, PIN pads, payment applications and gateway connections by phone, email and remote session.
• Log, diagnose and resolve incidents within agreed SLAs, escalating to L3, development or the card schemes when needed.
• Troubleshoot transaction failures: declines, timeouts, settlement and reconciliation mismatches, using logs and host responses.
• Configure, parametrize and remotely update terminals (TMS), including software, keys and merchant settings.
• Support installations, migrations and rollouts of new terminals at bank and merchant sites.
• Diagnose connectivity issues on Ethernet, Wi-Fi and GPRS/4G, including routers, firewalls and VPNs.
• Document incidents, root causes and fixes in the ticketing system and maintain the knowledge base.
• Coordinate with hardware logistics on repairs, replacements and RMA.
• Report recurring problems and suggest improvements to products and processes.
• Support certification and testing of new payment functionality with banks and card schemes.

• Bachelor’s degree in IT or computing sciences or another equivalent field, or equivalent experience
• 2+ years in technical support, preferably for POS, payments, banking or retail systems.
• Understanding of card payment flows: authorization, clearing, settlement, EMV, contactless, PCI DSS basics.
• Hands-on knowledge of TCP/IP networking, DNS, DHCP, NAT and firewalls.
• Working skills with SQL queries and log analysis; basic Linux and Windows administration.

• Experience with POS terminals.
• Familiarity with ISO 8583 and/or SPDH protocols.
• Scripting in Python or Bash to automate checks.

• Calm and methodical when a merchant's sales are blocked.
• Clear, patient communicator with both technical and non-technical people.
• Ownership: follows an incident through to resolution.
• Quick learner who enjoys new payment products and technologies.
• Team player who shares knowledge.

• Private medical insurance
• Opportunity to work with experienced professionals and modern payment technologies
• Hands-on experience in the dynamic payment industry
• Internal and external training programs to support your professional growth
• Supportive and collaborative working environment
• Career development opportunities within an international group