L2 Software and Infrastructure Project Engineer (EMEAD)

Department: Software - Software Support

Employment Type: Permanent - Full Time

Location: Portugal/Torres Vedras

Reporting To: EMEA Software Connectivity and Solutions Manager Software

Description

The L2 Software and Infrastructure Project Engineer provides advanced technical support, enablement, and project delivery expertise across the EMEA Distribution region, where the operational focus is in Africa, the Middle East,  CIS countries and Eastern Europe.
This role combines Level 2 software support and infrastructure and solution engineering, project execution, and technical training., acting as a key escalation point for distributors, the role supports incident resolution, system deployments, pilots, integrations, and continuous service improvement while strengthening distributor capability and autonomy.
The position plays a critical role in ensuring operational excellence, high customer satisfaction, and successful solution delivery, while supporting regional business objectives, service KPIs, and long-term partner relationships.

Key Responsibilities

Start of Projects (Initiation & Pre‑Engagement)

• Business, Sales & Project Readiness
• Act as a key technical contributor in sales support, pilots, and regional projects (Retail, Banking, F&B, QSR, etc.).
• Support pre‑sales activities by providing technical input, feasibility validation, and high-level solution recommendations.
• Build and maintain strong professional relationships with strategic distributors and internal stakeholders.
• Contribute to regional service performance objectives, KPIs, and operational excellence initiatives.
• Ensure alignment with regional business objectives and long‑term partner strategy.

Discovery (Requirements, Analysis & Assessment)

• Customer & Distributor Discovery
• Serve as a technical reference for distributors across the region, adapting communication to cultural and regional needs.
• Clarify product functionality, constraints, configuration options, and integration capabilities.
• Analyze customer environments, infrastructure, networks, and operational requirements.
• Identify risks, constraints, dependencies, and recurring technical challenges.
• Review historical incidents and trends to inform solution design and preventive measures.
• Provide structured feedback to management on distributor capability gaps and improvement areas.

Solution Definition (Design, Validation & Planning)

• Solution & Infrastructure Design
• Design software, connectivity, and infrastructure solutions aligned with: 
  • Customer requirements
  • Product architecture
  • Security and scalability standards
• Define optimal configurations for software platforms, connectivity, devices, and infrastructure.
• Ensure solutions align with the customer business case and internal technical standards.
• Validate and formally agree proposed solutions with customers and internal technical teams.

Project Planning

• Develop end-to-end project plans covering: 
  • Scope
  • Schedule
  • Costs
  • Risks
  • Change control
• Coordinate with developers, QA, product, operations, sales, and account teams.
• Plan pilots, deployments, upgrades, and release activities with version control and rollout strategies.

Delivery & Support (Implementation, Operations & Enablement)

• Project & Solution Delivery
• Execute approved project plans and manage delivery through to go-live.
• Support pilots, deployments, upgrades, and future software releases.
• Ensure smooth go-live and stabilization of implemented solutions.
• Operate across Windows, Linux, and UNIX environments.

Infrastructure & Network Engineering

• Implement and maintain customer infrastructure environments (networks, servers, firewalls).
• Troubleshoot LAN/WAN connectivity, application environments, and device integrations.
• Support software installations, upgrades, license management, and system activation.

L2 Software & Connectivity Support

• Provide Level 2 support for software, connectivity, and integration incidents escalated from L1.
• Diagnose and resolve complex application, system, and infrastructure issues remotely or on-site.
• Act as a primary escalation point for distributors and main contacts.
• Escalate unresolved issues to L3 Software Support with clear root-cause analysis.
• Maintain accurate incident documentation, knowledge articles, and best‑practice guidelines.
• Identify recurring issues and propose preventive actions and process improvements.

Distributor Enablement & Training

• Deliver remote and on‑site technical and functional training.
• Create, maintain, and improve training materials and technical documentation.
• Strengthen distributor autonomy and operational capability through structured enablement.
• Support continuous service improvement through knowledge transfer and best practices.

Skills, Knowledge & Expertise

Skills

• Strong analytical and problem-solving skills with the ability to troubleshoot complex systems and issues.
• Excellent communication skills, with the ability to convey information clearly across all organizational levels and cultures.
• Strong organizational and multitasking skills, with the ability to manage multiple priorities until resolution.
• Customer-oriented mindset with a strong commitment to service excellence.
• Ability to build relationships and deliver effective presentations to customers, teams, and cross-functional stakeholders.
• Strong documentation skills and ability to create and share best practices.
• Strategic thinking with an entrepreneurial mindset.
• Strong commercial acumen and business-oriented approach.
• Team-focused approach with strong collaboration capabilities.
• Ability to set goals, monitor progress, and deliver results.

Knowledge & Competencies

• Solid technical knowledge of IT systems, networks, and applications.
• Strong understanding of IT service delivery in complex and multinational environments.
• Ability to identify process improvements and implement efficient operational methods.
• Experience working in cross-functional, high-performance, and multicultural teams.
• High level of accountability and ownership of service delivery and business outcomes.
• Ability to operate effectively in complex, fast-paced environments.
• Proficiency in Microsoft Office Suite (Excel, Word, etc.).

Experience

• Minimum of 10+ years of experience in IT service delivery.
• Proven experience managing multi-country, multicultural teams across EMEA or similar regions.
• Demonstrated experience in resolving complex technical issues remotely and on-site.
• Experience driving continuous service improvement and operational excellence.
• Background in stakeholder management and customer-facing roles in international environments.

Education & Languages

• Degree in Information Technology, Engineering, or a related field (or equivalent experience).
• Fluency in written and spoken English (mandatory).
• Additional European languages (French, German, Spanish) are a plus.
• Willingness to travel within the EMEA region (20–30%).