Terminal Support Engineer

Job Description

Terminal Support Engineer

This is ANZ Worldline Payment Solutions

ANZ Worldline Payment Solutions is a joint venture between one of Europe’s leading payment technology companies, Worldline, and ANZ Banking Group.

We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then, we’ve built a new modern technology platform to enable us to bring an exciting roadmap of products and solutions to our customers, as payments technology and consumer preferences evolve.

What’s it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our growing team.

It’s an exciting time to be part of our team. Find out more about ANZ Worldline Payment Solutions here .

The o pportunity

As our Terminal Support Engineer, you will play a vital role in delivering exceptional support and guidance to our customers throughout their journey with our card present fleet. Your technical expertise, combined with a proactive, customer-centric approach, will ensure smooth operations, rapid issue resolution, and a positive experience for all users. This role blends technical support, stakeholder communication, and customer engagement, with an emphasis on being accessible via phone and other channels to support our customers in real-time.

Day-to-day Responsibilities

• Providing exceptional customer support through multiple channels, including phone, email, and in person (where applicable) to assist clients with POS hardware, software, and network issues.
• Guiding customers and internals through the troubleshooting process, ensuring clear communication and a supportive experience from initial contact to resolution.
• Support in installing, configuring, and maintaining Point of Sale systems, software, and interfaces, ensuring operational excellence.
• Acting as a liaison between customers, support teams, and vendors to coordinate activities, escalate issues when necessary, and ensure timely resolution.
• Developing and updating support documentation, checklists, and training materials to improve internal processes and customer self-service capabilities.
• Championing operational coordination between customers, internal teams, and support partners, including managing urgent operational issues.
• Managing software rollouts, updates, and patches, including planning, executing, and documenting these activities.
• Contributing to continuous improvement initiatives and supporting new service deployments.
  
  

What We Are Looking For

• At least 3 years of experience supporting hardware and software of payment terminals in a customer-facing environment.
• Proven experience in application support, release management, and defect resolution.
• Strong troubleshooting skills with POS hardware, terminal software, network, and communication systems (including TCP/IP and GPRS).
• Excellent verbal and written communication skills, with a passion for customer service and clarity.
• A proactive support professional who enjoys helping customers navigate technical issues with patience and clarity.
• An excellent communicator, comfortable working on the phone and via remote support tools to assist diverse clients.
• A team player who can collaborate effectively within a support team, while demonstrating the ability to work independently and take ownership of issues.
• Confident in tackling complex or "curveball" challenges, demonstrating problem-solving initiative even when the situation isn’t straightforward.
• Open-minded and adaptable, willing to support and troubleshoot areas that may fall outside standard procedures or the typical "black-and-white" scenarios.
• Someone driven to deliver not just technical resolution but also a positive customer experience throughout the support journey.
  
  

Benefits

At ANZ Worldline Payment Solutions, we work in a flexible environment that empowers you to learn, grow and accelerate your career. You’ll have access a great mix of benefits, including:

• A range of health and wellbeing discounts for gym, nutrition, sporting gear providers.
• Learning and development opportunities to build your skills.
• Additional leave options to support families, work in the community or take a career break. You’ll also earn loyalty leave for your tenure.
• Regular opportunities to connect socially as a team.
• Volunteering leave to support Corporate Social Responsibility activities.
• Plus other perks and benefits (e.g. novated leasing options).
  
  

We have modern offices and services to support our people including a parent’s room, prayer room, and end of trip facilities. We also provide employee assistance services including counselling, to support managers, employees and their families.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, a can-do attitude and a hunger to learn and grow. Here you’ll work with colleagues from around the world and take on unique challenges as a team, to support businesses right across Australia. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators to shape the payments evolution.

Learn more here about working at ANZ Worldline Payment Solutions.