Tier 2 Technical Customer Support Engineer

As a Tier 2 Technical Customer Support Engineer, you will own the diagnosis and resolution of payment, EPOS and connectivity issues escalated from first line, proving exactly where a fault sits, from terminal and network through to gateway and acquirer.
You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.

Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK.

Responsibilities

• Own escalated payment, EPOS and connectivity issues through to resolution or evidenced escalation.
• Diagnose and configure payment terminals, Android devices, TMS estates and EPOS systems.
• Diagnose Wi-Fi, network and 4G/5G router issues in high-density venues.
• Interpret transaction outcomes and response codes, distinguishing declines from communication failures and timeouts.
• Escalate engineering-level issues to 3rd line or vendors with logs and clear findings.
• Provide remote support to merchants and occasional on-site support at events.
• Log all work accurately in Zendesk, meet SLA targets and keep customers informed.
• Support first line, maintain knowledge base articles and suggest improvements based on recurring issues.
• Undertake any other duties reasonably required for the smooth running of the business.

Requirements

Essential

• At least 2 years' 2nd line support experience in payments, EPOS, retail or hospitality technology.
• Working knowledge across the technical areas below, particularly terminals, networking, Wi-Fi, 4G routers and payment flows:
  • PAX / Android terminals: advanced diagnosis and configuration, including apps, permissions, logs and connectivity
  • TMS: provision, configure and diagnose terminal estates
  • EPOS: install, configure and troubleshoot
  • TCP/IP, DHCP and DNS: strong working knowledge of subnets, gateways, IP leases and name resolution
  • Wi-Fi: SSID, band, channel, RSSI, interference and access point diagnosis
  • Routers and 4G/5G: configure and diagnose, including SIM, APN, signal and failover
  • VLANs, firewalls and VPN: understand and identify potential configuration issues
  • Payment flows: understand the full transaction lifecycle, from POS to issuer
• Experience using Zendesk (or an equivalent platform) to manage tickets across all channels.
• A methodical approach to isolating faults and reading logs.
• Excellent communication, with the ability to explain technical issues to non-technical users and write clear escalation notes.
• Ability to work unsupervised and stay calm under pressure in live environments.

Desirable

• Experience of TMS platforms.
• Experience with network monitoring tools, e.g. PRTG.
• Experience with connectivity and cellular routers, and VPNs.
• Experience working with acquirers or gateways such as Elavon, Worldpay or Visa Acceptance.
• Experience in live events, stadiums or other high-density venues.
• CompTIA A+, CompTIA Network+, CCNA or similar (or working towards one).

Benefits

• Competitive salary, commensurate with experience.
• Bonus scheme
• 25 days’ annual leave plus bank holidays.
• Pension scheme.
• Access to FEP’s wider employee benefits programme.
• A dynamic, fast-paced environment where you can make a genuine impact at some of the UK’s most exciting venues.