Application Support & Implementation Engineer (Retail/POS Systems)

Application Support & Implementation Engineer (Retail/POS Systems)

Department: Digitalisation Department
Location: KL Eco City, Kuala Lumpur
Employment Type: Full-time

ABOUT THE ROLE

Luckycup Coffee (Malaysia) Sdn Bhd is looking for a hands-on Application Support & Implementation Engineer to support the implementation, operation and continuous improvement of our retail systems in Malaysia.

This position serves as an important bridge between our outlets, local business teams and China-based product and development teams. You will be responsible for understanding system issues and operational requirements from the store level, providing timely technical support, and coordinating with backend teams until issues are properly resolved.

This is not a purely infrastructure or software development role. The position combines application support, system implementation, troubleshooting, user training and cross-functional coordination. Experience with POS, retail or F&B systems will be highly valued.

KEY RESPONSIBILITIES

1. Application and Store System Support

• Provide remote and on-site support for store systems, including POS applications, ordering systems, payment-related interfaces, user accounts, system configurations, store devices and network connectivity.
• Receive, assess and prioritise system incidents or service requests raised by outlets and internal teams.
• Troubleshoot application, device, configuration, data and connectivity issues and provide practical solutions.
• Reproduce system problems and collect relevant information, including screenshots, error messages, system logs, transaction details and operating steps.
• Escalate complex issues to the appropriate product, development, infrastructure or external vendor teams.
• Track reported issues until resolution and keep affected users informed of the progress.
• Conduct basic root-cause analysis and recommend preventive actions for recurring problems.

1. System Implementation and Rollout

• Support the implementation and deployment of POS and other retail-related systems for new and existing outlets.
• Assist with system configuration, account setup, device preparation, data verification and pre-launch readiness checks.
• Coordinate system testing, User Acceptance Testing (UAT), pilot runs, go-live activities and post-launch support.
• Verify that system functions, interfaces, devices and data are working correctly before and after deployment.
• Provide system training and practical guidance to outlet partners and internal users.
• Support system upgrades, version releases, configuration changes and new feature rollouts.
• Identify implementation risks and follow up with relevant teams to ensure projects are delivered according to schedule.

1. Store-to-Backend Coordination

• Act as the communication bridge between outlets, Malaysia business teams and China-based product and development teams.
• Translate store-level operational problems into clear system issues, technical descriptions or business requirements.
• Clearly communicate user scenarios, expected results, actual results, system impact and supporting evidence to backend teams.
• Follow up on bug fixes, system enhancements and development progress until testing and closure are completed.
• Communicate system updates, release information, temporary solutions and operating instructions to local users.
• Consolidate feedback from outlets and recommend system or process improvements based on actual operational needs.
• Coordinate with third-party POS, payment, hardware, network or system vendors when required.

1. System Monitoring and Process Improvement

• Monitor system availability, issue trends and recurring store incidents.
• Maintain accurate records of incidents, solutions, system changes, testing results and implementation progress.
• Prepare and update system operating procedures, troubleshooting guides, training materials and knowledge-base articles.
• Analyse incident and operational data to identify common issues, system risks and improvement opportunities.
• Support basic data extraction, verification and reporting for operational or management purposes.
• Participate in digitalisation projects and other system improvement initiatives assigned by the department.

REQUIREMENTS

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Software Engineering or a related discipline.
• At least 3 years of relevant experience in application support, system implementation, IT operations, technical support or retail systems.
• Candidates with 1-3 years of highly relevant hands-on experience may also be considered if they demonstrate strong technical ability, fast learning and independent problem-solving skills.
• Experience supporting or implementing POS, retail, F&B, franchise, payment, ordering or store management systems is strongly preferred.
• Able to independently diagnose system issues and coordinate with different teams until resolution.
• Basic understanding of operating systems, databases, SQL, APIs, system logs, networks and common store IT devices.
• Familiarity with POS terminals, receipt printers, scanners, payment devices, routers or other retail hardware will be an advantage.
• Strong logical thinking, troubleshooting and problem-solving abilities.
• Good project coordination and time-management skills, with the ability to manage multiple incidents and implementation tasks.
• Service-oriented and able to communicate patiently with non-technical outlet users.
• Fluent spoken Mandarin and good Chinese reading and writing skills are required, as the role involves frequent coordination with China-based product and development teams.
• Good command of written and spoken English. Bahasa Malaysia proficiency will be an advantage.
• Willing to travel to outlets, conduct on-site troubleshooting and support system go-live activities when required.
• Legally eligible to work in Malaysia.

ADDED ADVANTAGES

• Experience in data analysis, data extraction or operational reporting.
• Working knowledge of SQL, Microsoft Excel, Power BI, Python or other data analysis tools.
• Experience with ticketing systems, incident management or service-level tracking.
• Experience supporting a multi-outlet retail or F&B business.
• Experience conducting UAT, system training and preparing technical documentation.
• Possession of a valid Malaysian driving licence and own transportation.

WORKING HOURS

• Monday to Friday: 9:00 a.m. to 6:00 p.m., with a 1.5-hour lunch break.
• Saturday: 9:00 a.m. to 12:00 p.m.