Support Engineer

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.  

We are looking for a Technical Support Engineer for our office located in Kyiv. Our team is responsible for providing technical support to clients using our payment terminals and related software solutions. The main goal of the role is to ensure prompt issue resolution, maintain high customer satisfaction, and support the continuous operation of our solutions in the field. The team is based in Kyiv, but we collaborate closely with colleagues across the CIS, EMEA and Europe regions.

SW Support Engineer

Main functions / responsibilities

• Online consultation for corporate customers (international and local) on operational issues of EFT POS Terminal networks and software solutions (via Jira tickets, email, phone)

• Software delivery: packages preparation, configuration, and delivery via online tools

• Technical support on integration projects (ECRs, petrol/fleet, vending machines, transportation, etc.), including requirements analysis, test equipment setup, and onsite integration tests

• Conducting training sessions for customers on our solutions (remote and onsite)

• Providing technical support during the UAT process, managing issue and requirement reports

• Assisting with certifications with payment systems (MasterCard, VISA, etc.), including software packages, configuration profiles, and certification reporting

• Investigating field issues with test environment configuration and clear reproduction steps

• Reporting bugs, issues, and field experience feedback to the development team, along with improvement requests

• Delivering updated software packages to the operations team for terminal customization procedures

• Maintaining support documentation and the internal knowledge base

• Collaborating closely with Development and QA teams

Knowledge required

• Good communication skills (English and local language)

• Strong engineering mindset with the ability to perform technical investigations and testing

• 2+ years of hands-on experience in technical support of desktop applications and client-server systems

• Solid understanding of software administration and software development lifecycle

• Experience in creating and maintaining technical documentation

• Good knowledge of Windows administration and basic knowledge of Linux

• Understanding of wireless communication and USB/RS232 connection principles

• Experience with Jira, Confluence, and bug tracking systems

• Solid internetworking knowledge: TCP/IP, Ethernet framing, SSL/TLS, HTTP/HTTPS, VPNs

• Experience using diagnostic tools like Wireshark

• Basic knowledge of cryptography (symmetric/asymmetric)

• Experience with database administration (MySQL, MS SQL, PostgreSQL)

Knowledge – good to have

• Understanding of payment transaction principles

• Basic knowledge of EMV technology

• Familiarity with financial protocols

• Additional database experience (MySQL, MS SQL)

• Basic knowledge of any programming language (C, C++, Java, Python)

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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