POS Support Engineer

Type: Contract

Contract Requirements: L2/L3 Restaurant POS Support Engineer

Engagement type: Contract, 12+ months, with potential extension based on performance

Location: The USA

Remote work

Description:

1. Job Title & Summary

Title: L2/L3 Restaurant POS Support Engineer (Oracle Micros Simphony)

Summary: Seeking a contract POS Support Engineer to join its hospitality/restaurant technology team supporting Oracle Micros Simphony across a multi-location, internationally expanding restaurant operation. This is a blended L2/L3 role: the candidate will handle frontline incident triage and hardware/network troubleshooting (L2), while also owning deeper root-cause analysis, API/integration issues, and vendor coordination for third-party payment and tax systems (L3). The role requires close collaboration with internal engineering leadership, external vendors (eThor, Clover, Adyen, Vertex), and non-technical restaurant/field operations stakeholders. Candidates should be comfortable working across time zones to support US and international (UK/EU) store operations, including new store openings.

2. 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

3. 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

4. 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

5. Suggested Experience Level

Given the blended L2/L3 scope, target a candidate profile of:

* 4–7 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 international expansion plans