Terminal Support Engineer

Ingenico•Alpharetta, GA

9d•Onsite

About The Position

Our Terminal Support Engineer is responsible for providing engineering support related to Ingenico terminals, services, and solutions to both internal and external clients. The candidate will work closely with Sales Engineers, Account Managers, Project Managers, Quality, R&D, and other teams to deliver technical solutions in a timely manner.

Requirements

Strong verbal and written communication skills, with the ability to effectively engage and collaborate with diverse stakeholders
Ability to translate technical concepts into non-technical language and deliver clear presentations
Methodical, analytical problem-solver with strong organizational skills
Self-motivated, quick learner who can work independently and within cross-functional teams
Bachelor’s degree in Engineering (or equivalent experience)
Experience troubleshooting communication technologies (RS232, USB, Ethernet, Wi-Fi) and analyzing network data (e.g., Wireshark)
Ability to manage small projects and contribute to larger team initiatives

Nice To Haves

Programming or scripting skills
Familiarity with Windows, Linux, Android, or iOS environments
Experience with POS technologies, communication protocols, and hardware (e.g., touch screen, wireless, battery)
Knowledge of electrical or mechanical design principles
Experience with POS terminals and related technologies
Understanding of EMV, contactless, cryptography, and end-to-end encryption technologies

Responsibilities

Provide advanced technical expertise on Ingenico products, system integrations, and terminal hardware/software to support both pre-sales and post-sales activities.
Troubleshoot and resolve complex issues across hardware, software, and network environments, including Ethernet, USB, Wi-Fi, Bluetooth, and 4G connectivity.
Capture and analyze data from multiple communication protocols and debug logs to identify root causes and implement solutions; escalate defects to appropriate teams (e.g., Application Development, Firmware, Hardware QA) as needed.
Deliver technical support and guidance to customers, addressing inquiries related to Ingenico products and software.
Travel to customer locations, often on short notice, to investigate issues, collect logs, and perform on-site diagnostics.
Develop and maintain detailed documentation, including trip reports, test procedures, and test results.
Conduct statistical failure analysis to support root cause identification and assess the impact and frequency of failure modes.
Mentor and train internal team members, fostering knowledge sharing and technical development.
Design and deliver technical training sessions for external customers.
Act as a liaison between cross-functional stakeholders, ensuring clear communication and alignment of expectations.