US L2L3 Restaurant POS Support Engineer

Job Title: POS Support Engineer

Engagement Type: Contract
Work Arrangement: Remote

• Required Technical Skills / Experience
  * 3 years hands-on experience with Oracle Micros Simphony (POS configuration workstation/terminal setup menu/service charge configuration EMC administration)
  * Experience troubleshooting MICROS Workstation hardware (e.g. Workstation 6/Workstation 8) including thermal/performance issues terminal reboots peripheral (printer cash drawer card reader) connectivity
  * Working knowledge of restaurant/hospitality POS environments multi-location retail or F&B operations preferred
  * Solid understanding of networking fundamentals: firewall rules port whitelisting DNS VPN/site-to-site connectivity and troubleshooting network-dependent POS outages
  * Experience supporting payment terminal integrations (card-present transactions EMV payment gateway connectivity) Adyen experience strongly preferred
  * Familiarity with incident triage and ticketing tools (e.g. ServiceNow Jira Service Management or similar ITSM platforms)
  * Ability to read and interpret API/integration logs to diagnose failures between POS and downstream systems (payment tax loyalty etc.)
  * Experience coordinating with third-party vendors for issue escalation and resolution (not just internal ticket routing)
  * Comfortable producing clear non-technical written explanations of technical issues for restaurant/field leadership
  
  Nice-to-Have Skills
  * Exposure to international store openings/go-lives hardware staging network cutover local compliance requirements
  * Basic scripting or API testing familiarity (Postman REST API calls reading JSON payloads) to support integration troubleshooting
  * Understanding of Simphony STS Gen2 API architecture (Location API vs. Cloud API distinction)
  * Experience with PCI compliance considerations in a POS/payments environment
  * Prior experience supporting a luxury retail or hospitality brand with high service-quality expectations
  
  Soft Skills
  * Strong written communication able to translate technical root-cause findings into plain language for non-technical restaurant managers and senior leadership
  * Vendor management instincts comfortable pushing back on vendors tracking SLAs and escalating professionally when deadlines slip
  * Ability to work independently across time zones with minimal day-to-day supervision while proactively flagging blockers
  * Strong incident ownership sees issues through to resolution rather than passing them off
  * Comfortable operating in a fast-paced multi-project environment (concurrent tickets across hardware integrations and compliance workstreams)
  * Professional composure when dealing with frustrated restaurant staff or store leadership during live incidents
  
  Suggested Experience Level
  Given the blended L2/L3 scope target a candidate profile of:
  * 47 years total in POS/retail systems support with at least 3 years specifically on Oracle Micros Simphony
  * 2 years of that experience should include L3-level responsibilities: root-cause analysis integration/API troubleshooting or direct vendor escalation ownership (not purely ticket-queue work)
  * Prior experience supporting multi-location or multi-country deployments is a strong differentiator given RHs international expansion plans