Software Support Analyst II

About the role

The Software Support Analyst II partners with clients to resolve product issues, provide technical guidance, and configure solutions that meet business objectives. This role requires strong technical knowledge, customer focus, and the ability to deliver timely, high‑quality support.

Key responsibilities

• Provide world‑class technical support, maintaining professionalism and courtesy.
• Investigate and reproduce customer‑reported issues, debug code, and test fixes in the NCR lab.
• Collaborate with Engineering, Professional Services, Sales and other teams to resolve incidents within SLA.
• Track incidents through NCR’s bug‑tracking tool, ensuring updates and closure.
• Perform root‑cause analysis, document corrective and preventive actions, and create knowledge articles.
• Maintain customer environments in the lab and provide 24 × 7 support via rotation.

Required profile

• 1–2 years of software support or development experience.
• Strong communication skills, both written and verbal.
• Proactive, detail‑oriented, and able to work independently and in a team.
• Ability to handle multiple issues, prioritize based on business impact, and work flexible hours.

Required skills

• Understanding of payment transaction processing (authorization, ATM & POS).
• Knowledge of ISO 8583 and XML.
• Relational databases and SQL.
• Java code debugging.
• Web services (SOAP/REST).
• Linux operating system and basic commands.
• Familiarity with log analysis tools (e.g., Dynatrace) is a plus.