Software Support Engineer

Ingenico•Alpharetta, GA

About The Position

The Software Support Engineer is responsible for providing high-quality software technical support to Ingenico customers and partners. This includes supporting Ingenico terminal applications, terminal software integration, and communication and security protocols (USB, Ethernet, Wi-Fi, Bluetooth, TLS, etc.). The role involves investigating and resolving software, performance, and communication issues affecting payment terminals and solutions, analyzing logs and code to find root causes, and providing technical guidance to customers and developers. The engineer will support applications on Android, Windows, Linux, and iOS platforms, develop troubleshooting tools, validate support requests, act as a liaison between teams, maintain documentation, deliver training, and contribute to service excellence.

Requirements

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.

Nice To Haves

Knowledge of payment technologies, POS systems, EMV, cryptography, E2EE, and financial messaging standards are an asset.

Responsibilities

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.