Customer Support Engineer, L2

We are looking for a Customer Support Engineer (L2) to join our team supporting Margento solutions, including: 

• ticketing solutions  

• city card solutions  

• various identification solutions  
  

These solutions enable digital services for public transport, smart cities, and secure user identification, providing customers with reliable and scalable platforms. 

When not performing technical/customer support duties you will have the opportunity to handle data processing uploads/queries and look to increase your technical/customer service capabilities over time. 

This role is onsite (Frequent client visits) for our office in Ljubljana. In this role, you will report to the Director of Operations and work closely with a team of 6–7 support engineers (L2 & L3), providing both software and hardware support in a dynamic, customer-facing environment. 

Responsibilities: 

• Provide 2nd level technical support (email and phone) for solutions, including ticketing systems, city card platforms, and identification solutions  

• Proactively manage all customer interactions and ensure timely resolution in line with agreed SLAs  

• Perform on-site support and field servicing, including maintenance and troubleshooting of terminals and related equipment at client locations  

• Handle device setup, configuration, and system preparation across multiple projects  

• Accurately log tickets, updates, and resolution notes in Service Management tools (e.g., Jira / YouTrack)  

• Take full ownership of incidents and ensure customers are regularly informed by coordinating with internal teams until resolution  

• Conduct thorough technical investigations and troubleshooting, including software, hardware, and data-related issues  

• Support data processing activities (uploads, queries, validation) and ensure accuracy according to defined schedules  

• Prepare and maintain customer reports (including monthly reporting and operational tracking)  

• Deliver a high level of customer service, managing expectations and building strong relationships with clients and partners  

• Collaborate with internal teams (engineering, operations, support) to resolve complex issues  

• Contribute to team objectives by providing flexibility and cross-functional support when needed 

Qualification & Experience: 

• 3–5 years of experience in technical support (L2 or similar role)  

• Strong technical background, ideally including both software and hardware support  

• Experience working with tools such as Jira or YouTrack  

• Strong analytical skills with good knowledge of MS Excel (data analysis and reporting)  

• Ability to prioritize tasks and manage workload in a dynamic environment  

• Proven problem-solving and troubleshooting skills  

• Strong interpersonal skills and ability to work with both technical and non-technical stakeholders  

• Fluent in Slovenian and proficient in English  

• Valid driver’s license (required for on-site client support)  

• Ability to work independently after onboarding 

What we offer:
 

• Opportunity for growth and advancement  

• Great team atmosphere  

• Opportunity to leave your mark through the delivery of innovative ideas to the team  

• Work for a stable and established company    

About US: 

Enghouse Transportation provides innovative software solutions that help transit agencies and operators improve efficiency, safety, and passenger experience. As part of Enghouse Systems, we offer the opportunity to work on impactful projects that keep cities moving while growing within a global, technology-driven organization. We know we make a difference. Do you want to join us?  

Enghouse is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

We thank all applicants for their interest; however, only those selected for an interview will be contacted. 

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