Service Support Specialist

Role overview

Diebold Nixdorf builds technology that helps banks and retailers serve people in a more connected, digital world. This position is a practical technical support role for someone who enjoys diagnosing difficult issues, improving service outcomes, and helping teams deliver reliable systems in real-world environments.

As a Service Support Specialist, you will be a technical point of escalation for hardware and software problems, working closely with service teams and partners. Beyond resolving incidents, you will look for recurring patterns, support product and service improvements, and contribute across the product lifecycle from launch through end-of-service.

Responsibilities

• Handle advanced hardware and software support cases and serve as an escalation contact for complex issues.
• Investigate failures using logs, troubleshooting methods, and root-cause analysis.
• Work with international teams to resolve major incidents and strengthen overall system stability.
• Track service performance indicators such as fault rates and turnaround times, then suggest corrective actions.
• Prepare, update, and organize technical guides, documentation, and knowledge materials.
• Support products throughout their lifecycle, including introduction, ongoing service, and retirement.
• Help standardize service processes and drive continuous improvement initiatives.
• Provide training and share expertise with service engineers and partner teams.
• Spot repeated problems and contribute to preventive fixes and best-practice adoption.

Requirements

• At least around 4 years of experience in technical support or a similar engineering-focused role.
• Background in ATM systems, financial technology, or a comparable technical environment.
• Strong troubleshooting ability for complex technical problems.
• Hands-on experience with diagnostic tools, logs, and system-level analysis.
• Good understanding of Windows-based environments and broader IT systems.
• Clear written and verbal communication skills, with the ability to explain technical topics well.
• Comfort working with international and cross-functional teams.
• Exposure to ITIL or service management practices is preferred.
• Experience in training, coaching, or mentoring others is an advantage.
• Willingness to travel when required is a plus.
• Arabic language skills are beneficial.

Additional information

Diebold Nixdorf operates in more than 130 countries and has a global team of over 23,000 people. The company culture emphasizes collaboration, decisiveness, urgency, adaptability, and accountability.

The company is an equal opportunity employer and welcomes applicants regardless of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

Recruitment agencies are asked not to submit resumes or contact the company regarding this role. Unsolicited resumes will not be eligible for agency fees.

Because the company operates through multiple legal entities, the exact employing entity may vary depending on the offer.