Level 2 Support Engineer (Spanish/English)

About the role

The Level 2 Support Engineer provides advanced technical assistance for NCR Voyix retail and payment solutions. The role requires bilingual communication in English and Spanish and works within rotating product pods to develop specialist expertise.

Key responsibilities

• Investigate and resolve escalated incidents across software, hardware, networking, cloud and retail systems.
• Perform root‑cause analysis using logs, telemetry, remote tools and diagnostic data.
• Own cases through resolution or hand‑over to Level 3, providing temporary workarounds when needed.
• Collaborate with Level 1, Level 3, Engineering, DevOps and Product teams to ensure effective outcomes.
• Create and maintain technical documentation, troubleshooting guides and knowledge‑base articles.

Required profile

• High school diploma or equivalent.
• Fluent written and verbal English and Spanish.
• Minimum 2 years experience in a technical service desk or IT support role.
• Strong analytical, troubleshooting and customer‑support skills.
• Ability to work in a high‑volume, structured support environment.

Required skills

• Support of Windows operating systems.
• Experience with Linux environments.
• Knowledge of payment systems and cloud services.
• Familiarity with retail hardware and store applications.