Field Support Engineer

We at Pine Labs are looking for those who share our core belief - Every Day is Game day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

This will be the Outsourced role.

Role Purpose:

We are looking for a proactive and customer-focused Field Support Engineer to support Pine Labs merchant network across the UAE. The role is responsible for on-site installation, maintenance, troubleshooting, and replacement of Point-of-Sale (POS/EDC) devices while ensuring a superior merchant experience and adherence to service level commitments.

The ideal candidate should have strong technical troubleshooting skills, excellent customer handling capabilities, and the flexibility to travel extensively within the UAE.

Responsibilities we entrust you with:

> Device Installation & Deployment

• Install, configure, and activate POS/EDC terminals at merchant locations across the assigned territories.
• Conduct device demonstrations and basic operational training for merchants.
• Ensure successful completion and closure of installation activities within defined timelines.

>Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, connectivity, and transaction-related issues on POS/EDC devices.
• Attend assigned service tickets and ensure closure within agreed Turnaround Time (TAT).
• Escalate unresolved issues to relevant technical teams and follow through until resolution.
• Coordinate replacement and de-installation activities whenever required.

>Merchant Relationship Management

• Build and maintain positive relationships with merchants.
• Provide timely support and ensure high service standards.
• Act as the first point of contact for merchants regarding device-related concerns.
• Gather feedback from merchants and highlight recurring issues to the Operations team.

>Ticket & Service Management

• Track and manage service requests
• Maintain accurate records of service visits, installations, replacements, and closures.
• Ensure compliance with service-level agreements and operational processes.

>Inventory & Asset Management

• Maintain accountability of POS devices and accessories assigned, including adapters, cables, SIM cards, and paper rolls.
• Ensure proper documentation of inventory movement and stock utilization.
• Submit periodic inventory reconciliation reports to the reporting manager.
• Prevent inventory mismatches through accurate tracking and reporting.

>Logistics Coordination

• Coordinate with logistics and warehouse teams to ensure timely movement of devices and accessories.
• Support smooth execution of installation, replacement, and retrieval activities.
• Ensure availability of required equipment for scheduled field visits.

What matters in this role:

>Education

• Bachelor's Degree or Diploma in Engineering, Information Technology, Electronics, Telecommunications, or related field.

>Experience

• 2 to 5 years of experience in field support, technical services, POS deployment
• Experience working with payment devices, POS terminals, EDC machines, or fintech products will be preferred.

>Skills & Competencies

• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills in English.
• Customer-centric approach with strong interpersonal skills.
• Ability to manage multiple service requests and prioritize effectively.
• Comfortable working independently in field-based environments.
• Familiarity with service processes.
• Basic understanding of payment terminal operations.

> Additional Requirements

• Valid UAE Driving License is mandatory.
• Willingness to travel extensively across the UAE.
• Flexibility to work 6 days a week and as per business roster

What we value in our people -

• You take the Shot: You decide fast and deliver right.
• You are the CEO of what you do: Youshow ownership and make things happen.
• You own tomorrow: You build solutions for the merchants and do the right thing.
• You sign your work like an artist: You seek to learn and take pride in the work you do.