Tech Specialist - Retail and IoT

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.

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