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# Software Support Engineer

- **Company:** Ingenio, LLC
- **Location:** Alpharetta, GA, United States
- **Experience:** Expert
- **Salary:** $105,000.0 - $160,000.0
- **Contract:** Permanent contract
- **Skills:** Java (Programming Language), Microsoft Windows, Android Software Development, Apple IOS, Software Applications, Bluetooth, C++ (Programming Language), Software Debugging, Linux, Payment Systems, Ethernet, Log Analysis, TCP/IP, Wireshark, USB, Wi-Fi Technology, Diagnostic Tools, Transport Layer Security, Kotlin
- **Published:** August 3, 2026
- **Apply:** https://www.careerjet.com/job/us1a9391eee85384393f92ed7f5923af46/eaa

## About the Role

* Strong technical troubleshooting expertise across software applications, payment terminals, and integrated payment solutions.
 * Experience supporting Android, Windows, Linux, and iOS environments, with working knowledge of C/C++, Java, and Kotlin.
 * Proficient in diagnosing communication and connectivity issues involving USB, Ethernet (TCP/IP, TLS), Wi-Fi, and Bluetooth.
 * Skilled in log analysis, trace review, debugging, root cause analysis, and issue resolution using tools such as Wireshark.
 * Excellent verbal and written communication skills, with the ability to translate complex technical concepts for both technical and non-technical audiences.
 * Demonstrated ability to collaborate across multiple teams, manage stakeholder expectations, and resolve complex customer-facing issues.
 * Strong analytical, problem-solving, and self-learning capabilities with a customer-focused approach.
 * Experience documenting support activities, creating status reports, and delivering technical training when required.
 * Knowledge of payment technologies, POS systems, EMV, cryptography, E2EE, and financial messaging standards are an asset.

## Description

The Software Support Engineer is responsible for providing high-quality software technical support to Ingenico customers and partners: Ingenico terminal applications, doing terminal s/w integration, communication and security protocols (USB, Ethernet, Wi-Fi, Bluetooth, TLS, etc.).
WHAT YOU'LL DO

 * Investigate and resolve software, performance, and communication issues affecting payment terminals and payment solutions.
 * Analyze application logs, communication traces, EMV data, and source code to identify root causes and deliver timely solutions.
 * Provide technical support and guidance to customers, partners, and software developers integrating Ingenico payment solutions.
 * Support applications running on Android, Windows, Linux, and iOS platforms, ensuring reliable and secure payment processing.
 * Develop troubleshooting tools, utilities, and internal applications that improve operational efficiency and support effectiveness.
 * Validate and qualify incoming support requests to ensure accurate issue escalation and efficient resolution paths.
 * Act as a liaison between customers, engineering teams, and business stakeholders, maintaining clear communication throughout the support lifecycle.
 * Maintain accurate documentation, activity records, and status reports to support continuous improvement and knowledge sharing.
 * Deliver training, technical guidance, and best practices to customers, partners, and internal teams as needed.
 * Contribute to ongoing service excellence by proactively identifying opportunities to improve products, processes, and customer experience.


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