Senior Museum Technology Support Engineer

National Geographic Society•Washington, DC

1d•Onsite

About The Position

The Senior Museum Technology Support Engineer is a hands-on technical lead responsible for configuring, securing, deploying, administering, and supporting hardware and software for the Museum’s ticketing, retail point-of-sale (POS), food and beverage, and related systems. The role focuses on customer experience, operational uptime, and technical excellence, with particular emphasis on reliable revenue-generating operations and exceptional guest service. The Engineer works with internal colleagues, external consultants, and vendors to deliver solutions aligned with Museum business goals, security policies, industry best practices, and PCI compliance. The position reports to the Senior Manager, Museum Technology Support, has no direct reports, and includes evening or weekend shifts to support Museum operations and special projects. The role provides advanced support for ticketing and POS systems and related equipment, including computers, POS terminals, self-service kiosks, barcode scanners, receipt printers, and payment card readers. It monitors system performance, troubleshoots complex incidents, supports operational readiness during critical periods and events, maintains PCI-DSS compliance, and develops standard operating procedures and support metrics. The Engineer also leads assigned technical projects, mentors junior staff, contributes subject-matter expertise to technology projects and working groups, collaborates across IT and Museum operations, and performs assigned ITIL responsibilities related to incident, change, and problem management. The position is designated On-Site Flex. Staff in this designation must be physically present at Base Camp for the vast majority of their work supporting building and Museum operations. Hours are determined with supervisors and may include nontraditional schedules. Candidates must be legally authorized to work in the United States; visa sponsorship is not available.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline; certifications and equivalent experience in related areas will be considered.
At least five years of hands-on experience supporting enterprise-level ticketing, point-of-sale, hospitality, or similar systems.
Extensive experience supporting revenue-generating IT systems and related hardware, including Mac, Windows, and Android computers; network connectivity; POS terminals; self-service kiosks; payment card readers; barcode scanners; and receipt printers, or similar systems.
Experience with enterprise-level ticketing and POS software platforms or similar systems, including a strong understanding of API technologies for integrations with other critical business systems.
Knowledge of best practices for deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
Experience working within operational service levels for enterprise systems and using service level objectives and KPIs.
Strong understanding of PCI Data Security Standard (PCI-DSS) requirements.
Solid oral and written communication skills and the ability to work collaboratively in a dynamic environment with changing schedules and priorities.
Excellent customer service, troubleshooting, and problem-solving skills.
Legally authorized to work in the United States; this position is not eligible for visa sponsorship.

Nice To Haves

Experience in a museum, cultural institution, hospitality, or retail environment.
ITIL certification and/or experience with IT Service Management.

Responsibilities

Monitor and manage the operational integrity of ticketing and POS systems to maximize uptime and reliability during core business hours.
Provide expert, hands-on technical support and resolve complex issues across ticketing, POS, and integrated business systems.
Serve as the primary escalation point for sophisticated incidents, including network connectivity failures, enterprise system outages, and disruptions to critical integrations.
Provide dedicated operational support during high-impact critical periods and major organizational events, and serve as an essential backup resource.
Ensure supported processes, hardware, and systems adhere to internal information security policies and PCI-DSS requirements.
Develop, document, and maintain standard operating procedures for support and maintenance processes.
Log, analyze, and report incident data, resolution metrics, and system health to drive continuous improvement.
Lead assigned technical projects, including system upgrades, hardware deployments, and new feature rollouts, in collaboration with Museum staff and Technology teams.
Guide, coach, and mentor junior staff, promoting customer service, operational excellence, and innovation.
Serve as the team’s subject-matter expert in technology projects and working groups.
Collaborate across IT and with Museum operational teams to evaluate and implement new functionality, systems, and services.
Perform assigned ITIL roles related to incident management, change management, and problem management.
Perform other duties as assigned.
Work evening or weekend shifts as needed to support Museum operations and special projects.

Benefits

Medical, dental, and vision insurance.
Wellness program.
401(k) retirement savings plan with matching contributions after six months of employment.
Flexible paid time off, including up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated) and 10 days of sick leave.
12 paid holidays and a paid winter break between December 25 and 31; may not apply to roles required to work during high-volume seasons or essential workers.
Paid parental leave.
Adoption and surrogacy expense reimbursement.
Fertility benefits.
Learning and development opportunities.
Lifestyle Spending Account.
Pet adoption assistance and pet insurance.
Pre-tax transportation benefits with an employer subsidy.
Employer-paid life insurance and disability benefit.
National Geographic discounts and perks.