Technical Support Analyst

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Position Summary

The Level 3 Technical Support Analyst serves as the highest escalation point within the technical support organization, providing deep technical expertise across NCR platforms including ATM, Smart Safe, and POS systems. This role is responsible for resolving the most complex issues, performing root cause analysis, and collaborating with engineering and product teams to drive long-term system stability and performance.

Key Responsibilities

- Serve as the final escalation point for unresolved technical issues
- Perform deep diagnostic analysis across hardware, software, and network components
- Lead root cause analysis and recommend long-term corrective actions
- Collaborate with Engineering, Product, and Field Services teams
- Mentor Level 1 and Level 2 support staff
- Develop and maintain advanced technical documentation
- Support release validation, firmware testing, and field readiness

Knowledge, Skills, and Abilities

- Expert knowledge of NCR ATM, Smart Safe, or POS platforms
- Advanced understanding of Windows, Linux, networking, and embedded systems
- Strong analytical and problem-solving capabilities
- Excellent written and verbal communication skills
- Ability to work independently in high-pressure environments

Education and Experience

- Bachelor’s degree in Information Technology, Engineering, or equivalent experience
- 5+ years of Tier 3 or senior technical support experience
- Experience supporting mission-critical or regulated systems

Working Conditions

Role may require participation in on-call rotations, after-hours support, and collaboration across global teams.

KPIs & Success Metrics

- Mean Time to Resolution (MTTR)
- Escalation reduction rate
- Root cause resolution effectiveness
- SLA and customer satisfaction metrics

Burroughs is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.