Level 2 Support Engineer (Retail)

TL;DR

Level 2 Support Engineer (Retail): Providing advanced technical support and deep investigative capability for retail applications with an accent on complex troubleshooting, root cause identification, and technical validation. Focus on resolving escalated incidents across hardware, software, payment services, and cloud solutions to ensure high-quality customer outcomes.

Location: Belgrade, Serbia

Company

Global platform-powered leader in unified commerce for shopping and dining, serving customers in more than 35 countries worldwide.

What you will do

• Perform in-depth troubleshooting on escalated incidents involving software, hardware, networking, and cloud-based systems.
• Conduct structured diagnostics to identify root causes and provide temporary workarounds when permanent fixes require engineering action.
• Collaborate with L3, Engineering, DevOps, and Product teams to drive efficient resolutions for complex cases.
• Guide and mentor Level 1 support staff to improve first-contact resolution capabilities.
• Produce detailed investigation notes, troubleshooting flows, and technical knowledge base articles.
• Analyze recurring patterns and systemic trends to contribute to Problem Management processes.

Requirements

• Location: Must be based in Belgrade, Serbia
• English: Advanced communication skills (written and verbal) required
• Minimum of 2 years experience in a technical service desk role.
• Strong technical proficiency with Windows operating systems.
• Demonstrated analytical and troubleshooting capability in high-volume, process-driven environments.
• High school diploma or equivalent.

Nice to have

• Experience with Linux environments.
• Prior Level 2 or advanced service desk experience.
• Exposure to payment systems, cloud services, or retail hardware.
• Proficiency in French or German.

Culture & Benefits

• Structured career progression path from Level 1 through Level 3.
• Cross-training and skill development programs aligned with product pod rotations.
• Commitment to equal employment opportunity and a globally inclusive work environment.
• Opportunities for vertical and horizontal career movement within the organization.