Tech Specialist - Retail and IoT

Job description

About NCR VOYIX NCR 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. Tech Specialist - Retail Platforms & IoT Organization: NCR Voyix - Retail Applications Role Level: Software Support Engineer / Technical Support Engineer Technology Focus: IoT, CTM, OPOS/JPOS, WSL, Windows & Linux Role Overview The Software Support Engineer provides technical support and investigation for NCR Voyix retail solutions, working across software, platform services, operating systems, API interaction, and POS device interaction. This role supports customer-impacting incidents involving IoT-enabled store systems, Windows and Linux hybrid environments through WSL, NCR Voyix Platform Software for Linux (PSL), and CTM, NCR Voyix's software responsible for POS hardware interaction using OPOS and JavaPOS (JPOS) standards. The engineer investigates issues, works with more senior support engineers, Engineering, DevOps, and Product teams, and helps identify root cause for platform- and device-level behavior across live retail environments. The role operates within a structured product pod model, rotating across defined sets of NCR Voyix retail products and platforms. This rotation helps the engineer build broad product knowledge, strengthen troubleshooting skills, and develop specialist knowledge over time within one of the world's leading retail SaaS companies. The successful candidate will be part of a 24x7 support organization. Product Pod Rotation Model Operate within a multi-pod support structure aligned to NCR Voyix retail product domains, such as POS, Self-Checkout, platform services, device layers, web services, and payment. Rotate across defined product pods over time to: Build practical technical knowledge within each pod Understand how applications, platform services, and device layers interact Contribute to investigations within each assigned pod Share knowledge between pods and reduce single-point expertise risk Support pod readiness for new product introductions, platform changes, and technology rollouts Key Responsibilities Technical Support & Investigation Investigate high-severity and complex escalations with guidance where required Understand interactions between brokers, Point of Sale, consumer UI/UX systems, backend services, and cloud-based services Diagnose issues spanning configuration, installation sequencing, environment blockers, hardware and peripheral behavior, and software or platform defects Analyze application logs, platform diagnostics, API interactions, CTM traces, and OS-level telemetry to help identify root cause Reproduce issues in controlled environments to validate findings and confirm fixes Provide clear workarounds and remediation recommendations when engineering changes are required Support IoT-enabled edge systems and help maintain stable communication between in-store devices, CTM, platform services, and cloud-connected applications OPOS, JPOS & Device Interaction Support POS peripherals and device-level driver issues Troubleshoot OPOS and JavaPOS (JPOS) integrations for POS peripherals, including scanners, printers, cash drawers and recyclers, scales, PIN pads, and payment devices Investigate device lifecycle, state, and communication issues across CTM, platform services, and OS layers Work across hardware-software boundaries to help determine whether failures originate in the physical device, driver / OPOS / JPOS layer, platform services, or application logic Service Ownership & Collaboration Take ownership of assigned incidents through resolution or formal engineering handoff Provide clear diagnostic summaries to Engineering and DevOps teams, including reproduction steps, logs and evidence, and probable root cause Collaborate with Engineering, DevOps / SRE, Product Management, and platform and device teams Maintain professional, proactive communication with customers and internal stakeholders Escalation & Problem Management Escalate issues with appropriate evidence and context, in line with defined escalation paths Identify recurring patterns across CTM, PSL, device, or platform layers and contribute to Problem Management Support service improvements that reduce repeat incidents and improve platform and device stability Documentation & Knowledge Sharing Create and maintain technical documentation, including knowledge articles, troubleshooting guides, and platform or device interaction notes Share knowledge with Level 1 and Level 2 engineers on troubleshooting techniques, log analysis, and POS device interaction fundamentals Support cross-training, pod rotations, and readiness for new products, platform changes, and technology rollouts Skills & Experience analyze, Engineering, or equivalent practical experience 2-4+ years in technical support, software support, application support, or production support Experience supporting enterprise retail, POS, or distributed systems Good troubleshooting skills across Windows and Linux operating systems Experience supporting POS hardware and peripheral devices Hands-on exposure to OPOS and/or JavaPOS (JPOS) standards Experience with device interaction layers such as CTM or equivalent platforms Ability to analyze logs, diagnostics, and telemetry Strong written and verbal communication skills Desirable / Specialist Skills Experience with NCR Voyix CTM architecture and device orchestration Experience supporting Platform Services Layer (PSL) or similar platform frameworks Exposure to Self Checkout (SCO) or high-volume POS environments Familiarity with IoT messaging patterns, such as MQTT-based systems Familiarity with cloud-native or microservices architectures Exposure to Kubernetes or containerized edge platforms Development or code-level debugging exposure, such as C# or Java Core Competencies Strong analytical and problem-solving capability Ownership and accountability for customer outcomes Ability to work in complex technical environments with appropriate support and guidance Professional, confident, and customer-focused communicator Collaborative, team-oriented mindset Commitment to continuous learning and skill expansion across product pods Career Progression The role provides strong progression pathways into: Senior Software Support Engineering Platform or Product Engineering DevOps / SRE Principal Support Engineering Technical Leadership roles within NCR Voyix Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated 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 Agencies To 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.”