Level 2 Support Engineer (Polish & English)

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 2 Support Engineer in Warsaw, Poland. This is an office-based role within the Retail Applications support organisation, working in a multi-tier model where Level 2 handles complex troubleshooting, root cause identification and technical validation across hardware, software, payment services, cloud solutions and store systems. The engineer rotates across product pods to build specialist knowledge.

Key responsibilities

• Troubleshoot escalated Level 1 incidents covering software, hardware, networking and cloud systems, using logs, telemetry and remote access tools to find root causes and provide temporary workarounds
• Own escalated cases until resolution or handover to Level 3, and communicate proactively with customers and partners
• Work with Level 3, Engineering, DevOps and Product teams, and support Level 1 by guiding investigations and triage during peak periods
• Escalate only after full Level 2 investigation, validate solutions before closing with the customer, and document findings and knowledge articles
• Contribute to problem management, coaching, cross-training and special projects, and mentor less experienced colleagues

Required profile

• High school diploma or equivalent
• Native or advanced Polish and advanced English (written and spoken)
• At least 2 years of experience in a technical service desk role
• Strong analytical and troubleshooting ability, suited to a structured, high-volume, process-driven environment

Required skills

• Strong technical experience with Windows operating systems
• Desirable: Linux, payment systems, cloud services, retail hardware or store systems applications; French or German is an advantage