US - L2/L3 Restaurant POS Support Engineer

dotSolved System•Pleasanton, CA

2d•Remote

About The Position

The POS Support Engineer provides L2/L3 support for Oracle MICROS Simphony in a restaurant, retail, or hospitality environment. The role covers POS configuration and administration, workstation and peripheral troubleshooting, payment-terminal and network issue resolution, and diagnosis of integrations with downstream systems such as payment, tax, and loyalty platforms. The engineer owns incidents through resolution, coordinates escalations with third-party vendors, and communicates technical findings clearly to restaurant and field leadership. The role supports work across time zones and concurrent hardware, integration, and compliance workstreams, with minimal day-to-day supervision. International store-opening or go-live support may involve hardware staging, network cutover, and local compliance considerations. The target profile has 4–7 years of POS/retail systems support experience, including at least 3 years with Oracle MICROS Simphony and 2 years involving L3 responsibilities such as root-cause analysis, integration troubleshooting, or vendor escalation ownership.

Requirements

At least 3 years of hands-on Oracle MICROS Simphony experience, including POS configuration, workstation or terminal setup, menu or service-charge configuration, and EMC administration.
Experience troubleshooting MICROS workstation hardware, including thermal or performance issues, terminal reboots, and peripheral connectivity.
Working knowledge of restaurant or hospitality POS environments.
Solid understanding of networking fundamentals, including firewall rules, port whitelisting, DNS, VPN or site-to-site connectivity, and network-dependent POS outages.
Experience supporting payment-terminal integrations, card-present transactions, EMV, and payment-gateway connectivity.
Familiarity with incident triage and ticketing tools such as ServiceNow, Jira Service Management, or similar ITSM platforms.
Ability to read and interpret API or integration logs to diagnose POS failures involving downstream systems.
Experience coordinating with third-party vendors for issue escalation and resolution.
Strong written communication skills, including the ability to explain technical issues to non-technical stakeholders.
Ability to work independently across time zones with minimal day-to-day supervision and proactively flag blockers.
Strong incident ownership and ability to follow issues through to resolution.
Professional composure when working with frustrated restaurant staff or store leadership during live incidents.
Target experience profile of 4–7 years in POS or retail systems support, including at least 3 years specifically with Oracle MICROS Simphony.
At least 2 years of experience with L3-level responsibilities such as root-cause analysis, integration or API troubleshooting, or direct vendor escalation ownership.

Nice To Haves

Adyen experience.
Experience in multi-location retail or food-and-beverage operations.
Exposure to international store openings or go-lives, including hardware staging, network cutover, and local compliance requirements.
Basic scripting or API-testing familiarity, including Postman, REST API calls, or reading JSON payloads.
Understanding of Simphony STS Gen2 API architecture, including the distinction between Location API and Cloud API.
Experience with PCI compliance considerations in a POS or payments environment.
Experience supporting a luxury retail or hospitality brand with high service-quality expectations.
Experience supporting multi-location or multi-country deployments.

Responsibilities

Configure and administer Oracle MICROS Simphony, including POS configuration, workstation or terminal setup, menu and service-charge configuration, and EMC administration.
Troubleshoot MICROS workstation hardware, including Workstation 6 and Workstation 8, thermal or performance issues, terminal reboots, and printer, cash-drawer, or card-reader connectivity.
Diagnose POS outages involving networking fundamentals such as firewall rules, port whitelisting, DNS, VPN, and site-to-site connectivity.
Support payment-terminal integrations, card-present transactions, EMV, and payment-gateway connectivity.
Read and interpret API and integration logs to diagnose failures between the POS and downstream systems, including payment, tax, and loyalty systems.
Triage incidents and manage tickets using an ITSM platform.
Coordinate with third-party vendors for escalation and resolution, track service-level commitments, and escalate professionally when deadlines slip.
Own incidents through resolution and proactively flag blockers while working independently across time zones.
Explain technical issues and root-cause findings in clear, non-technical language to restaurant managers, field leadership, and senior leadership.
Support concurrent tickets and projects across hardware, integrations, and compliance workstreams.
Potentially support international store openings and go-lives, including hardware staging, network cutover, and local compliance requirements.