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Company Info

Ingenico Inc
Alpharetta, GA, United States

Company Profile

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Senior Technical Support Engineer Alpharetta, GA, US Requisition ID113


Job ID:




Job Category:

Customer Service, Engineering, Information Technology

Zip Code:




Employment Type:

Full Time



Job Description:

Senior Technical Support Engineer
Alpharetta, GA, US
Worker Category :Full Time Salary



The Senior Technical Support Engineer is responsible for resolving technical issues reported by internal and external clients.  The candidate will work closely with Solution Engineers and Account Managers to provide technical solutions in a timely manner.


Essential Functions/ Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Resolve technical support tickets by employing an Ingenico structured problem solving methodology

    Capture and analyze data on a variety of communication interfaces, e.g., Ethernet, USB, serial, modem, etc.

    Prepare thorough test procedures and reports

    Diagnose and resolve network connectivity issues and End-To-End Encryption (e.g. On-Guard) issues

    To be on call periodically outside of normal business hours

    Travel to customer sites to investigate issues and capture traces on short notice

    Design small test applications in MS Windows, and Ingenico software development environment using a variety of languages, e.g., C/C++, Java, etc. to help troubleshoot issues and test product performance

    Provide coaching and guidance to team members when applicable

    Look for opportunities to improve efficiencies in an on-going basis

    Self-train on Ingenico products and services

    Perform other job-related duties as assigned

    Competencies / Skills Requirements:

    Strong problem solving skills and the ability to work collaboratively with other departments to resolve complex issues

    Experience in troubleshooting communication issues and capturing traces on a variety of communication protocols, e.g., USB, ethernet, serial, modem, etc.

    Experience in troubleshooting networking issues, e.g., TCP/IP, DNS, Load-balancing…etc.

    Experience in troubleshooting wireless issues, e.g., WiFi, Bluetooth, GSM, etc.

    Experience in embedded software design, and C/C++ software development environment


    Familiar with Android and iOS application development


    Knowledge in EMV and contactless technologies

    Knowledge in cryptography and end-to-end encryption technologies

    Basic MS Office skills

    Customer responsive, customers first attitude

    Self-starter and quick learner with positive attitude

    Excellent organizational and written and verbal communication skills

    Strong Analytical skills with attention to details


    Able to drive and conduct in-person meetings and multi-media conferences

    Leadership skills

    Supervisory Responsibility:
    This position does not have direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department.


Job Requirements:

Required Education/Experience Requirements:

    University or college degree in computer science, engineering or a related subject

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee must be able to remain in a stationary position throughout 75% of the day.  The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  This position requires the constant operation of a computer and other office productivity machinery, such as a calculator; copy machine, and computer printer.  The person in this position frequently communicates with both internal and external clients.  Must be able to exchange accurate information in these situations.


Work Environment:

This job operates in a professional office environment.

Less than 30%

CLICK ON LINK BELOW TO BE DIRECTED TO OUR WEBSITE FOR YOUR APPLICATION PROCESS: https://workforcenow.adp.com/jobs/apply/posting.html?client=ingenicous#

AAP/EEO Statement:
Ingenico 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.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.



Security Clearance:

NO Security Clearance

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