Software Support Engineer

Ingenico Group; Alpharetta (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

Ingenico is a global leader in payments acceptance solutions. The Software Support Engineer role focuses on delivering high‑quality software technical support for terminal applications and integrations across Android, Windows, Linux, and iOS.

You will analyze logs and traces, work with EMV data, and guide customers, partners, and developers through secure payment solutions while collaborating with engineering and business teams to improve service quality.

Qualifications

• Strong technical troubleshooting 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.

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.

Skills

C/C++

Java

Kotlin

Android

Windows

Linux

iOS

Wireshark

Tools

Wireshark

Job description

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Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance.

With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

ABOUT THE ROLE & TEAM

The Software Support Engineer is responsible for providing high-quality software technical support to Ingenico customers and partners: Ingenico terminal applications, doing terminal s/w integration, communication and security protocols (USB, Ethernet, Wi‑Fi, Bluetooth, TLS, etc.).

WHAT YOU’LL DO

• 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.

ABOUT YOUR SKILLS

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

AAP /EEO Statement:

lngenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.