Senior Technical Support Engineer (L3)

Location: Dublin, Ireland (Hybrid with client site visits as required)
Salary: €50,000 - €65,000+
Reports to: Technical Support Manager

About the Role

We are seeking a highly technical Senior Technical Support Engineer (Level 3) to join our growing team.

This is not a traditional helpdesk role. We are looking for someone who can operate as the final escalation point for complex technical issues, perform deep root-cause analysis, and take ownership of critical customer-facing systems.

The successful candidate will have extensive experience across infrastructure, networking, operating systems, hardware, databases, cloud technologies, and enterprise troubleshooting. They will be comfortable diagnosing issues that others cannot solve and will work closely with internal teams, customers, and third-party vendors to identify and implement permanent solutions.

This role is ideal for someone who enjoys solving complex technical challenges, improving system reliability, and driving technical excellence across the business.

Key Responsibilities

Advanced Technical Support

• Act as the highest technical escalation point for complex customer and internal technical issues.
• Investigate and resolve advanced infrastructure, network, operating system, hardware, software, and application-related incidents.
• Perform deep root-cause analysis on recurring or critical issues.
• Lead technical troubleshooting sessions with customers and internal stakeholders.
• Provide hands-on support for critical incidents and major service disruptions.

Infrastructure & Systems

• Support and troubleshoot Windows and Linux environments.
• Diagnose issues relating to networking, VPNs, firewalls, DNS, DHCP, routing, switching and connectivity.
• Troubleshoot server, workstation, printer and peripheral hardware.
• Support cloud-based services and hosted environments.
• Work with databases and application logs to investigate system behaviour and performance issues.

Continuous Improvement

• Identify recurring technical issues and implement preventative solutions.
• Create and maintain technical documentation, knowledge base articles and troubleshooting guides.
• Recommend improvements to system architecture, monitoring and operational processes.
• Work alongside development and product teams to identify software defects and operational risks.

Customer & Field Support

• Join customer calls as the technical subject matter expert.
• Conduct site visits where hands-on troubleshooting or implementation support is required.
• Build strong relationships with key customer stakeholders through technical expertise and professionalism.

Essential Skills & Experience

Technical

• 5+ years' experience in a Level 2/Level 3 IT Support, Systems Administrator, Infrastructure Engineer or Technical Support Engineer role.
• Experience working on EPOS systems
• Experience supporting Android products
• Advanced troubleshooting and diagnostic skills.
• Strong understanding of:
• TCP/IP networking
• DNS, DHCP, VPNs and firewalls
• Remote desktop and endpoint management tools
• Experience analysing system logs and identifying root causes of technical issues.
• Experience supporting business-critical applications and infrastructure.
• Familiarity with cloud platforms such as Azure or AWS.
• Understanding of cybersecurity best practices and endpoint security.

Problem Solving

• Proven ability to independently diagnose and resolve complex technical issues.
• Strong analytical mindset with a methodical troubleshooting approach.
• Ability to manage multiple high-priority issues simultaneously.
• Demonstrated experience implementing permanent fixes rather than temporary workarounds.

Communication

• Excellent written and verbal communication skills.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.
• Comfortable leading technical discussions with customers, suppliers and senior stakeholders.

Highly Desirable

• Experience supporting EPOS, retail, hospitality or multi-site environments.
• Experience with SQL databases and query troubleshooting.
• Experience with PowerShell, Bash or automation scripting.
• Experience with Azure, AWS or hybrid cloud environments.
• Experience with monitoring and observability platforms.
• Microsoft, Cisco, CompTIA, ITIL, Azure or AWS certifications.

What Success Looks Like

Within your first 3-6 months you will:

• Become the go-to escalation point for complex technical issues.
• Reduce recurring incidents through effective root-cause analysis.
• Improve technical documentation and operational processes.
• Drive measurable improvements in system reliability and customer satisfaction.
• Contribute to the overall technical maturity of the support function.

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: €50,000.00-€65,000.00 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 a situation where you acted as the final technical escalation point for a complex issue that other support teams were unable to resolve.
• Describe the most technically challenging issue you have resolved in your career.

Work Location: Hybrid remote in Dublin, County Dublin