Level 2 Support Engineer – Polish & English speaker in Warsaw

About NCR VOYIXNCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.Position: Level 2 Support Engineer – Polish & English speakerLocation: Warsaw, PolandOffice-based roleRole OverviewThe Level 2 Support Engineer provides advanced technical support and deeper investigative capability within the Retail Applications support organisation. Operating within a multitier model, L2 is responsible for complex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications.As an L2 Support Engineer, you will rotate across defined product “pods”, allowing you to build specialist knowledge while gradually developing full portfolio subject matter expertise. This structured rotation mirrors the L1 operating model and supports deep technical fluency across (although not limited to):Retail devices and peripheralsPayment, cloud, and web servicesStore systems applicationsWindows and Linux operating systemsThis role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues.Key ResponsibilitiesAdvanced Technical Support (Level 2)Perform in-depth troubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systemsConduct structured diagnostics to identify probable root causesValidate reproducibility, isolate components, and determine when engineering level engagement is requiredUtilise logs, telemetry, remote access tools, and technical artefacts to drive high-quality investigationsProvide temporary workarounds where permanent fixes require engineering actionService Ownership & CollaborationRetain accountability for escalated cases through to resolution or formal handover to Level 3Provide clear, proactive communication to customers and internal partners throughout the investigation cyclePartner closely with Level 3, Engineering, DevOps, and Product teams to ensure efficient, high-quality outcomesSupport Level 1 by guiding investigative steps, sharing diagnostic approaches, and helping uplift first contact resolution capabilityGauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer centric cultureContribute flexibly during peak periods to help bridge temporary capacity gaps at Level 1, protecting service levels and overall customer experienceThis may include assisting with triage, rapid validation, and targeted L1 handling when requiredSupport is structured, collaborative, and delivered in alignment with our customer-first operating modelEscalation ManagementEscalate incidents only after full Level 2 investigation and in adherence with documented escalation pathsProvide Level 3 with clear diagnostic summaries, reproduction steps, logs, and next action recommendationsValidate solutions delivered by upstream teams before confirming closure with the customerDocumentation & Knowledge DevelopmentProduce detailed investigation notes, troubleshooting flows, and technical documentationCreate and refine knowledge articles to strengthen organisational capability and reduce repeat incidentsIdentify recurring issues, patterns, or systemic trends and contribute to Problem Management processesProvide feedback to Level 1 and training functions regarding observed knowledge or skill gapsContinuous Improvement & DevelopmentParticipate in coaching, feedback, and development activities to continuously improve service qualityParticipate in structured cross-training and skill development programs aligned to pod rotationSupport initiatives focused on improving diagnostic tooling, automation, workflow efficiency, and customer experienceContribute to special projects, beta programs, and new product introduction readiness activitiesMentor less experienced colleagues in Level 1, enhancing overall organisational capabilitySkills & ExperienceRequiredHigh School diploma or equivalentNative or Advanced Polish communication (written and verbal)Advanced English communication skills (written and verbal)Strong technical experience with Windows operating systemsMinimum 2 years of experience in a technical service desk roleDemonstrated analytical and troubleshooting capabilityAbility to work in a structured, high-volume, process driven support environmentStrong organisation, discipline, and attention to detailDesirableExperience with Linux environmentsPrior Level 2 or advanced service desk experienceExposure to payment systems, cloud services, retail hardware, or store systems applicationsAdditional languages (French or German an advantage)Core CompetenciesStrong customer focus with high ownership and urgencyAdvanced analytical and investigative skillsAbility to interpret diagnostic data, logs, and system outputsComfortable learning new technologies and rotating across product domainsProfessional, clear, and confident communicatorCollaborative, team-oriented approachOffers of employment are conditional upon passage of screening criteria applicable to the jobEEO StatementIntegrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.” #J-18808-Ljbffr