US - L2/L3 Restaurant POS Support Engineer

dotSolved System Inc.•Pleasanton, CA

4d•Remote

About The Position

The POS Support Engineer provides L2/L3 support for Oracle MICROS Simphony in restaurant and hospitality environments. The role covers POS configuration and administration, workstation and peripheral troubleshooting, payment terminal integrations, network-dependent outages, and diagnosis of integrations with downstream systems such as payment, tax, and loyalty platforms. The engineer also coordinates with third-party vendors and communicates technical findings clearly to restaurant and field leadership. The position is remote and contract-based. It calls for independent incident ownership across time zones, professional vendor escalation, and the ability to manage concurrent work involving hardware, integrations, and compliance. The suggested profile is 4–7 years of total POS or retail systems support, including at least 3 years with Oracle MICROS Simphony and 2 or more years of L3 responsibilities.

Requirements

At least 3 years of hands-on experience with Oracle MICROS Simphony, including POS configuration, workstation or terminal setup, menu and service-charge configuration, and EMC administration.
Experience troubleshooting MICROS Workstation hardware, including Workstation 6 or Workstation 8, 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 troubleshooting.
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 escalation and resolution.
Ability to communicate technical issues in clear, non-technical language to restaurant and field leadership.
Suggested experience profile: 4–7 years in POS or retail systems support, including at least 3 years specifically with Oracle MICROS Simphony.
For the suggested L3 profile, at least 2 years of experience should include root-cause analysis, integration or API troubleshooting, or direct ownership of vendor escalations.

Nice To Haves

Experience supporting multi-location retail or food-and-beverage operations.
Adyen experience.
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 support Oracle MICROS Simphony, including POS configuration, workstation and terminal setup, menu and service-charge configuration, and EMC administration.
Troubleshoot MICROS Workstation hardware, including thermal and performance issues, terminal reboots, and connectivity for printers, cash drawers, and card readers.
Troubleshoot network-dependent POS outages involving firewall rules, port whitelisting, DNS, VPN, and site-to-site connectivity.
Support payment terminal integrations, card-present transactions, EMV, and payment gateway connectivity.
Triage incidents and manage support tickets using ITSM tools.
Read and interpret API and integration logs to diagnose failures between POS and downstream payment, tax, loyalty, or other systems.
Coordinate with third-party vendors for issue escalation and resolution, track service-level commitments, and escalate professionally when needed.
Explain technical issues and root-cause findings clearly to restaurant managers, field leadership, and senior leadership.
Own incidents through to resolution and proactively flag blockers while working independently across time zones.
Manage concurrent tickets and workstreams involving hardware, integrations, and compliance.