Field Support Engineer

About the role

Pine Labs is seeking a proactive, customer‑focused Field Support Engineer to service its merchant network across the UAE. The role involves on‑site installation, maintenance, troubleshooting and replacement of POS/EDC devices while ensuring a superior merchant experience.

Key responsibilities

• Install, configure and activate POS/EDC terminals at merchant locations, providing demonstrations and basic training.
• Diagnose and resolve hardware, software, connectivity and transaction issues, handling service tickets within agreed turnaround times.
• Build and maintain positive merchant relationships, acting as the first point of contact for device‑related concerns.
• Track service requests, maintain accurate records of installations, replacements and closures, and ensure compliance with SLAs.
• Manage inventory of POS devices and accessories, coordinating with logistics to ensure timely movement of equipment.

Required profile

• Bachelor's degree or diploma in Engineering, IT, Electronics, Telecommunications or related field.
• 2‑5 years of field support or technical services experience, preferably with payment devices or fintech products.
• Valid UAE driving licence and willingness to travel extensively across the UAE.
• Ability to work independently in field‑based environments and manage multiple service requests.

Required skills

• Technical troubleshooting of POS/EDC terminals and payment devices.
• Hardware and software diagnostics, connectivity troubleshooting.
• Basic understanding of payment terminal operations.