L1 Support Engineer

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description

Senior Engineer – Retail Operations

Location :- Noida / Mumbai
Experience :- 4–9 years

Choosing Capgemini Engineering means choosing a place where you’ll be empowered to shape your career, supported by a collaborative global community, and inspired to reimagine what’s possible. Join us in helping retail organizations leverage technology to drive seamless store operations and customer experiences.

Your Role

As a Senior Engineer – Retail Operations, you will be responsible for providing advanced L2 technical support for retail technology ecosystems across multiple store locations. You will troubleshoot complex issues, ensure system stability, and collaborate with cross-functional teams and vendors to maintain seamless retail operations.

In this role, you will:

• Diagnose and resolve escalated (Tier 2) incidents related to POS systems, peripherals, and store infrastructure
• Perform deep troubleshooting on retail POS platforms (e.g., Dutchie, Sweede, or similar systems)
• Manage incident and problem tickets across multiple retail locations
• Escalate critical issues to L3 teams or third-party vendors as per defined processes
• Provide support for POS systems, payment devices, and e-commerce platforms
• Troubleshoot integration issues across POS, inventory, and e-commerce systems
• Support retail hardware including printers, scanners, kiosks, and endpoints
• Perform root cause analysis (RCA) and recommend preventive solutions
• Identify recurring issues and drive continuous improvement initiatives
• Collaborate with retail operations, product, IT, and vendor teams
• Create and maintain knowledge base articles, SOPs, and documentation
• Participate in change management and deployment validation activities
• Ensure adherence to SLAs, KPIs, and incident timelines
• Maintain accurate tracking in ITSM tools (Freshservice, ServiceNow, etc.)

Your Profile

• 4–9 years of experience in Retail IT Support / L2 Support environments
• Strong experience with retail POS systems and store technologies
• Knowledge of Windows endpoints, networking basics (LAN/WAN, TCP/IP), and retail hardware
• Familiarity with ITSM tools like Freshservice or ServiceNow
• Understanding of e-commerce and inventory integrations
• Experience working in multi-location retail or managed services environments
• Strong analytical, problem-solving, and troubleshooting skills
• Excellent communication and stakeholder management abilities
• Experience in regulated industries (pharma, healthcare, etc.) is a plus

What You’ll Love About Working Here

• Flexible work environment with hybrid/on-site options (based on role requirements)
• Opportunity to work on large-scale multi-location retail systems
• Collaborative and inclusive culture focused on innovation and growth

About Us

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From digital commerce to advanced retail systems, our experts deliver cutting-edge solutions that drive scalable growth and customer-centric innovation.

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.