Level 2 Support Engineer (Retail Applications)

Location: Belgrade, Serbia

Company

hirify.global is a global platform and payments company providing unified commerce solutions for retailers and restaurants in more than 35 countries.

What you will do

• Investigate escalated Level 2 incidents across retail hardware, software, networking, payment services, cloud systems, and store applications.
• Use logs, telemetry, remote access tools, and technical artefacts to reproduce issues, isolate components, and identify probable root causes.
• Own escalated cases through resolution or structured handover to Level 3, including diagnostic summaries, reproduction steps, logs, and recommendations.
• Provide workarounds, validate solutions from Engineering and upstream teams, and confirm incident closure with customers.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams while supporting triage and first-contact-resolution improvements during peak periods.
• Create investigation notes, troubleshooting flows, and knowledge articles; identify recurring issues and contribute to problem management and continuous improvement initiatives.

Requirements

• High school diploma or equivalent.
• Advanced English communication skills, written and verbal.
• Strong technical experience with Windows operating systems.
• At least two years of experience in a technical service desk role.
• Demonstrated analytical, diagnostic, and troubleshooting capabilities.
• Ability to work in a structured, high-volume, process-driven support environment with strong organisation and attention to detail.

Nice to have

• Experience with Linux environments.
• Prior Level 2 or advanced service desk experience.
• Exposure to payment systems, cloud services, retail hardware, or store systems applications.
• Additional language skills.

Culture & Benefits

• Structured support model with pod rotation, cross-training, and development programs.
• Opportunities for vertical and horizontal career progression, including movement into business and operational support roles.
• Coaching, feedback, mentoring, and opportunities to support less experienced Level 1 colleagues.
• Participation in special projects, beta programs, automation initiatives, and new product introduction readiness activities.
• Employment is subject to applicable screening criteria.