Support Engineer

Salary: £40,000 - 70,000 per year

Requirements

• Proven background in 2nd line support within retail, hospitality, or similarly fast-paced environments.
• Hands-on experience supporting tills, PDQs, and retail payment systems.
• Knowledge of FreedomPay, Zonal systems, Zebra devices, Aton, and Incognito within a support context.
• Confidence in performing remote diagnostics, applying fixes, and escalating where necessary.
• Experience with software updates and device management in distributed retail or hospitality environments.
• Ability to work independently and manage time and priorities across operational and project activities.
• Strong troubleshooting skills and a methodical approach to resolving technical issues.
• Good customer service and communication skills for supporting non-technical users.
• Experience in technical support and application support at 2nd line level.
• Experience working with retail or hospitality technology environments and enterprise customers.
• Familiarity with PED devices and broader payment ecosystems in multi-site operations.
• Ability to collaborate with cross-functional teams and contribute to continuous service improvement.
• Comfort working in a remote-only setting using collaboration tools.

Responsibilities

• Provide remote 2nd line technical support across retail and hospitality environments, resolving incidents and service requests in line with agreed service levels.
• Support new store openings by configuring and deploying financial and IT equipment, including tills, PDQs, and related payment systems.
• Remotely log into devices to perform health checks, software updates, troubleshooting, and ongoing software maintenance.
• Work with technologies such as tills, PDQs, FreedomPay, Zonal, Zebra devices, Aton, and Incognito to maintain stable and secure operations.
• Deliver operational support during standard UK business hours, responding to issues and requests.
• Provide occasional out-of-hours and weekend support when required, contributing to business-critical activities and project timelines.
• Collaborate with internal teams and the existing engineer, sharing knowledge and ensuring consistent service delivery.
• Manage both operational and project workloads, prioritising tasks and communicating clearly with stakeholders and users.
• Maintain high standards of customer service, keeping users informed and ensuring a positive support experience.

Technologies

• Support
• Network
• Security

More

We are a technology-focused organisation supporting a blue-chip end customer, offering the stability of a long-term rolling contract and the flexibility of 100% remote working. Our culture values collaboration, clear communication, and high-quality service delivery, giving you the opportunity to work with modern retail and hospitality technologies while maintaining a healthy work-life balance through remote work and time off in lieu for out-of-hours contributions. This is a fully remote role aligned to UK business hours, with occasional out-of-hours and weekend work when required. We operate in a fast-paced, service-oriented environment with a focus on reliability, responsiveness, and clear communication. The role is based in Reading, UK.

last updated 26 week of 2026