NCR Voyix
Position: Senior Support Engineer Organisation: Retail Applications Role Overview The Senior Support Engineer operates at the advanced end of the support organization, providing deep technical investigation and resolution capability across complex, multi-technology environments. This role sits at the boundary between support and engineering, owning the most challenging incidents and acting as a technical authority across the teams it serves. The engineer works across a broad technology stack including IoT-connected systems, relational and non-relational databases, cloud platforms, messaging infrastructure, and enterprise application layers, and is expected to apply structured diagnostic thinking regardless of the technology domain. Operating within a pod rotation model, the Senior Support Engineer builds deep specialist expertise across defined technology areas over time, developing into a well-rounded technical SME capable of leading investigations across the full portfolio. The role operates within a 24x7 support organization. Pod Rotation Model The Senior Support Engineer operates within a multi-pod support structure, aligned to defined technology and product domains. Rotation across pods enables the engineer to: • Build deep technical expertise within each domain • Understand interdependencies between application, platform, data, and infrastructure layers • Act as a senior technical contributor within each assigned pod, leading investigations and mentoring • Carry knowledge forward between pods, reducing single-point-of-expertise risk • Support pod readiness for new product introductions, platform changes, and technology rollouts Key Responsibilities Advanced Technical Support • Own the most complex and high-severity escalated incidents, providing structured, evidence-led investigation • Diagnose issues spanning multiple technology layers: application, database, operating system, network, API, IoT/edge, and cloud • Analyse logs, telemetry, database diagnostics, API traces, and system-level output to identify root cause • Reproduce issues in controlled or lab environments to validate hypotheses and confirm fixes • Provide interim workarounds and long-term remediation recommendations where engineering changes are required • Support IoT-connected systems and edge infrastructure, ensuring stable communication between devices, middleware, platform services, and cloud layers Database & Data Layer Support • Investigate database-level issues across relational platforms (e.g., SQL Server, PostgreSQL, MySQL) and non-relational platforms (e.g., MongoDB, Redis, Elasticsearch) • Analyse query performance, indexing strategies, locking and blocking behaviour, schema integrity, and data consistency issues • Identify and document application-to-database interaction defects for escalation to engineering • Support data migration, patching, and upgrade activities where they intersect with customer-impacting incidents • Understand and troubleshoot ORM behaviour, connection pooling, and transaction management where relevant to investigation IoT & Connected Systems • Support IoT-enabled environments including edge devices, on-premise gateways, and cloud-connected endpoints • Troubleshoot device connectivity, state management, and communication failures across IoT stacks • Diagnose messaging infrastructure issues (e.g., MQTT, AMQP, event bus patterns) and their downstream impact on system behaviour • Identify firmware, driver, or OS-level contributions to device failures and escalate with complete diagnostic context • Understand edge-to-cloud data flows and the failure modes that can occur at each layer Service Ownership & Collaboration • Retain end-to-end ownership of assigned incidents through to resolution or formal engineering handoff • Provide clear, high-quality diagnostic summaries to Engineering and DevOps teams, including reproduction steps, logs, evidence, and probable root cause analysis • Collaborate closely with Engineering, DevOps/SRE, Product Management, and platform teams • Maintain strong, proactive communication with customers, reinforcing confidence and ownership throughout the incident lifecycle Escalation & Problem Management • Escalate issues only after full technical investigation and in line with defined escalation paths • Identify recurring patterns across application, data, device, or infrastructure layers and feed findings into Problem Management • Contribute to long-term service improvements that reduce repeat incidents and improve platform stability • Participate in post-incident reviews and ensure learnings are captured and shared Documentation, Knowledge & Technical Leadership • Produce high-quality technical documentation including knowledge articles, troubleshooting guides, and platform interaction references • Mentor and coach Level 1 and Level 2 engineers in advanced troubleshooting techniques, log analysis, and diagnostic discipline • Act as a technical escalation point within the support organisation and assigned product pods • Support cross-training, pod rotations, and readiness for new products, platform changes, and technology rollouts Skills & Experience Required • Bachelor's degree in Computer Science, Engineering, or equivalent practical experience • 3-5+ years in a senior technical support, software support, or systems engineering role • Strong experience with Windows and/or Linux operating systems • Demonstrable experience investigating relational database issues (query analysis, performance, integrity) • Exposure to IoT concepts, edge computing, or connected device environments • Ability to analyse complex logs, API traces, diagnostics, and system telemetry • Strong written and verbal communication skills in English Desirable • Experience with NoSQL databases (MongoDB, Redis, Elasticsearch, or similar) • Familiarity with cloud platforms (AWS, Azure, GCP) and cloud-native architectures • Exposure to containerisation and orchestration (Docker, Kubernetes) • Understanding of messaging protocols (MQTT, AMQP, Kafka, or similar) • Networking fundamentals: TCP/IP, DNS, TLS, proxies, and firewalls • Development or code-level debugging experience (e.g., Python, C\ , Java, PowerShell) • Experience in enterprise or distributed systems environments • Familiarity with ITSM platforms such as ServiceNow Core Competencies • Deep analytical and root-cause analysis capability across multiple technology domains • Strong ownership and accountability for customer outcomes • Ability to operate effectively in complex, ambiguous technical environments • Professional, confident, and customer-focused communicator • Collaborative, team-oriented mindset • Commitment to continuous learning and skill expansion across pods and technology areas Career Progression This role provides strong progression pathways into: • Platform or Product Engineering • DevOps / Site Reliability Engineering • Principal Support Engineering • Technical Leadership roles within the organisation The Senior Support Engineer sits within the structured support model: Level 1 (intake and resolution) - Level 2 (deep investigation) - Senior Engineer / Level 3 (technical authority and complex RCA) - Engineering and platform roles. Regards, Jemima Dasari jemima.dasari@ncrvoyix.com
NCR Voyix
