What are the responsibilities and job description for the Terminal Support Engineer position at Ingenico?
WELCOME TO INGENICO
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 Terminal 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
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.
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 Terminal 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
- Provide advanced technical expertise on Ingenico products, system integrations, and terminal hardware/software to support both pre-sales and post-sales activities.
- Troubleshoot and resolve complex issues across hardware, software, and network environments, including Ethernet, USB, Wi-Fi, Bluetooth, and 4G connectivity.
- Capture and analyze data from multiple communication protocols and debug logs to identify root causes and implement solutions; escalate defects to appropriate teams (e.g., Application Development, Firmware, Hardware QA) as needed.
- Deliver technical support and guidance to customers, addressing inquiries related to Ingenico products and software.
- Travel to customer locations, often on short notice, to investigate issues, collect logs, and perform on-site diagnostics.
- Develop and maintain detailed documentation, including trip reports, test procedures, and test results.
- Conduct statistical failure analysis to support root cause identification and assess the impact and frequency of failure modes.
- Mentor and train internal team members, fostering knowledge sharing and technical development.
- Design and deliver technical training sessions for external customers.
- Act as a liaison between cross-functional stakeholders, ensuring clear communication and alignment of expectations.
- 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
- Bachelor’s degree in Engineering (or equivalent experience)
- 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
- 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
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.