System Support Engineer

Ingenico Group; Alpharetta (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Ingenico Group in Alpharetta, GA is seeking a System Support Engineer to provide engineering support for Ingenico terminals, services, and solutions, collaborating with Sales Engineers, Account Managers, Project Managers, Quality, R&D and other teams to deliver timely technical solutions.

The role emphasizes troubleshooting complex terminal communications, analyzing packet captures with Wireshark, diagnosing TCP/IP, Ethernet, USB, Wi‑Fi and TLS issues, interpreting logs, supporting L2

Qualifications

• Strong verbal and written communication with diverse stakeholders.
• Ability to translate technical concepts into non-technical language.

Responsibilities

• Troubleshoot complex communication issues involving payment terminals and connected systems.
• Analyze packet captures using Wireshark to identify network communication failures.
• Diagnose TCP/IP, Ethernet, USB, Wi-Fi, and TLS communication issues.
• Interpret system and application logs to determine root causes.
• Support L2 escalations from customers and L1 support teams.
• Partner with Engineering to investigate software defects and protocol-related issues.

Skills

Strong communication skills

Analytical thinking

Cross-functional collaboration

Project management

Independent work

Tools

Wireshark

RS232

USB

Ethernet

Wi‑Fi

TLS

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

Our System 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.

WHAT YOU’LL DO

• Troubleshoot complex communication issues involving payment terminals and connected systems.
• Analyze packet captures using Wireshark to identify network communication failures.
• Diagnose TCP/IP, Ethernet, USB, Wi-Fi, and TLS communication issues.
• Interpret system and application logs to determine root causes.
• Support L2 escalations from customers and L1 support teams.
• Partner with Engineering to investigate software defects and protocol-related issues.

ABOUT YOUR SKILLS

• 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
• 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 HAVE

• 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

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.