TECHNICAL SUPPORT ENGINEER
Location: Dublin, Ireland
Working Arrangement: Dublin, Ireland (Hybrid with potential client site visits)
Reports to: Technical Support Manager
About the Role
We are looking for a Technical Support Engineer to join our growing team and provide technical support to customers and internal teams.
The role involves diagnosing and resolving a wide range of technical issues across EPOS systems, Android devices, hardware, software, networking, connectivity and business applications.
You will work directly with customers, internal teams and third-party suppliers to understand technical problems, identify solutions and ensure issues are resolved effectively. The role will include both remote and hands-on support, including customer site visits when required.
We are looking for someone who is technically curious, practical and customer-focused, with a structured approach to troubleshooting and problem solving.
Key Responsibilities
Technical Support
- Provide technical support to customers and internal teams across hardware, software and systems.
- Investigate and resolve technical issues affecting customer environments.
- Troubleshoot EPOS systems, Android devices, peripherals and related applications.
- Diagnose connectivity, configuration and software issues.
- Analyse system information, logs and error messages to identify the cause of problems.
- Provide clear and practical solutions to technical issues.
- Escalate issues to the appropriate internal team or third-party supplier when required.
- Follow up on outstanding technical issues to ensure they are resolved within agreed timescales.
EPOS & Device Support
- Support EPOS systems used across customer sites.
- Troubleshoot Android-based devices and applications.
- Support printers, payment devices, scanners, screens and other connected peripherals.
- Diagnose hardware, software and configuration issues.
- Assist with installation, configuration and testing of equipment where required.
- Support customers with technical setup and system changes.
Networking & Connectivity
- Troubleshoot basic to intermediate networking and connectivity issues.
- Work with TCP/IP, DNS, DHCP, Wi-Fi and VPN-related issues.
- Diagnose connectivity between EPOS devices, peripherals and network infrastructure.
- Work with customer IT teams and network providers where required.
- Assist with configuration and troubleshooting of routers, switches, firewalls and other network equipment.
Customer & Field Support
- Communicate directly with customers to understand and resolve technical problems.
- Provide remote technical assistance through phone, email and remote-support tools.
- Conduct customer site visits when hands-on technical support is required.
- Install, configure, test and troubleshoot equipment at customer locations.
- Maintain a professional and customer-focused approach at all times.
- Keep customers informed throughout the resolution process.
Documentation & Continuous Improvement
- Record technical issues, troubleshooting steps and resolutions accurately.
- Maintain and contribute to technical documentation and knowledge-base articles.
- Identify recurring technical issues and highlight opportunities for improvement.
- Share knowledge and solutions with colleagues.
- Work with Product, Engineering, Development and Operations teams to resolve technical issues and improve the customer experience.
Essential Skills & Experience
- Previous experience in Technical Support, IT Support, Systems Support or a similar technical role.
- Experience troubleshooting hardware and software issues.
- Experience supporting EPOS/POS systems or similar business-critical technology.
- Experience supporting Android devices and applications.
- Good understanding of computer hardware, operating systems and peripherals.
- Good understanding of basic networking concepts, including TCP/IP, DNS and DHCP.
- Experience using remote-support and troubleshooting tools.
- Ability to analyse logs, error messages and system information.
- Strong problem-solving and troubleshooting skills.
- Ability to work independently while knowing when to seek assistance.
- Good written and verbal communication skills.
- Strong customer-service mindset.
- Willingness to travel to customer sites when required.
Highly Desirable
- Experience working with EPOS systems in hospitality, restaurants, retail or multi-site environments.
- Experience supporting payment terminals and payment-related hardware.
- Experience with SQL databases or basic SQL troubleshooting.
- Familiarity with Windows and Linux environments.
- Familiarity with cloud-based applications or services.
- Experience with scripting or automation, such as PowerShell or Bash.
- Experience working with monitoring or remote-management platforms.
- ITIL, Microsoft, CompTIA, Cisco, Azure or AWS certifications.
Personal Attributes
We are looking for someone who is:
- Technically curious and enjoys solving problems.
- Methodical in their approach to troubleshooting.
- Customer-focused and professional.
- Comfortable dealing with customers directly.
- Able to explain technical issues in simple, understandable language.
- Proactive in identifying and resolving problems.
- Comfortable working in a fast-paced environment.
- A strong team player who is willing to share knowledge.
- Flexible and willing to provide hands-on support when required.
What Success Looks Like
Within your first 3–6 months, you will:
- Become confident supporting the company's EPOS, Android and related technology.
- Independently resolve a broad range of customer technical issues.
- Build strong relationships with customers and internal teams.
- Develop a strong understanding of the company's products and technical environment.
- Contribute to reducing recurring technical issues.
- Maintain accurate technical documentation and support records.
- Provide reliable and professional technical support to customers.
Benefits
- 33 days annual leave (including public holidays)
- Option to purchase up to 5 additional days annual leave
- Pension scheme
- Birthday leave
- Hybrid working model
- International exposure across multiple markets
- Opportunity to work with large-scale hospitality and EPOS technology deployments
- Significant autonomy and influence within a growing technology business
Pay: €35,000.00-€45,000.00 per year
Ability to commute/relocate:
- Dublin, County Dublin: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Which EPOS systems have you supported, and what was your level of involvement?
- Describe the most technically challenging issue you have resolved in your career.
Work authorisation:
Location:
- Dublin, County Dublin (required)
Work Location: Hybrid remote in Dublin, County Dublin
