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.
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).
Tier 2 Technical Customer Support Engineer employer: Freemans Event Partners
Freemans Event Partners is an exceptional employer, offering a vibrant and supportive team environment at The Belfry during the British Masters. With opportunities to gain valuable experience in major sporting event hospitality, employees enjoy working alongside passionate colleagues while serving high-quality beverages to enthusiastic guests. This role not only provides competitive pay but also opens doors for future engagements at other prestigious events, making it a rewarding choice for those seeking meaningful employment in a dynamic setting.
