Technical Support Engineer – Smart Payment & IoT Business

About the Role
We're looking for a Technical Support Engineer to own front-line and escalated technical support for FEITIAN's Smart Payment & IoT Business. You'll work directly with acquirers, ISOs & ISVs, payment processors, distributors/resellers, and merchants to resolve terminal issues, support certification and integration projects, and keep deployed payment devices running securely in production.

This role covers the full device lifecycle — provisioning and key injection, application deployment, field troubleshooting, and repair/RMA — for FEITIAN's Android SmartPOS, desktop, mini, unattended, and innovative IoT terminal lines.

Key Responsibilities

• Serve as the primary technical contact for support tickets, calls, and emails related to FEITIAN payment terminal hardware, firmware, and terminal management system (TMS) software.
• Troubleshoot and resolve hardware, firmware, connectivity (Wi-Fi/Ethernet/cellular), and payment application issues on Android-based SmartPOS, desktop, MiniPOS, unattended, and multilane terminals.
• Support terminal deployment projects for acquirers, ISOs, and merchants, including device provisioning, application loading, and TMS configuration and rollout.
• Coordinate remote and local key injection (RKI) for PIN keys and point-to-point encryption (P2PE)/SRED data, working with key injection facilities and internal security teams.
• Support EMV, PCI PTS, and card-brand certification activities for new terminal models and payment applications, including test execution and issue triage.
• Guide payment processors, ISVs, and system integrators through integration of FEITIAN payment SDKs and APIs with host and acquiring systems.
• Reproduce reported issues in-house, document root causes, and work with R&D and QA teams to escalate and resolve complex or recurring hardware/firmware defects.
• Assist distributors with the terminal repair and RMA process — hardware diagnostics, refurbishment coordination, and warranty/out-of-warranty repair tracking with logistics and manufacturing teams.
• Create and maintain knowledge base articles, integration guides, and troubleshooting documentation for the payment terminal product line.
• Track support cases in the ticketing system, meet SLA targets, and provide clear status updates to acquirers, partners, and internal stakeholders.
• Assist with terminal test automation, beta programs, and documentation review ahead of new hardware and firmware releases.

Qualifications

• 2–5 years of experience in technical support, field application engineering, or integration support for POS/payment terminal hardware or other embedded devices.
• Working knowledge of EMV transaction flows, PCI PTS/P2PE requirements, and payment terminal certification processes.
• Familiarity with key management concepts (remote/local key injection, PIN keys, SRED) is a strong plus.
• Comfortable troubleshooting Android-based terminal hardware, along with Windows/Linux host and back-office systems.
• Basic scripting or API debugging skills (e.g., Python, REST APIs, command-line tools) to reproduce and diagnose issues.
• Strong written and verbal communication skills; able to explain technical concepts clearly to acquirers, merchants, and internal teams.
• Bachelor's degree in Computer Science, Electrical Engineering, IT, or equivalent practical experience.
• Ability to work on-site/hybrid out of the San Jose, CA office; occasional travel for customer or certification support.