Senior Museum Technology Support Engineer
About The Position
The Senior Museum Technology Support Engineer is a hands-on technical lead responsible for configuring, securing, deploying, administering, and supporting the hardware and software used for the Museum’s ticketing, retail point-of-sale (POS), food and beverage, hospitality, and related systems. The role emphasizes customer experience, operational uptime, technical excellence, and the reliability of revenue-generating operations. The engineer provides high-level technical support, troubleshoots complex issues, maintains operational readiness, and collaborates with Museum colleagues, Technology teams, external consultants, and vendors to implement solutions aligned with business goals, information security policies, industry best practices, and PCI-DSS requirements. The position also leads assigned technical projects, mentors junior team members, documents support procedures, tracks performance metrics, and contributes to continuous improvement. This position reports to the Senior Manager, Museum Technology Support and has no direct reports. It is designated On-Site Flex: staff must be physically present at Base Camp for the vast majority of their work. Work hours are set in consultation with supervisors to support building and Museum operations and may include evening or weekend shifts and other nontraditional hours.
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 computer equipment, 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-DSS requirements.
- Solid oral and written communication skills and 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; the 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 ticketing and POS system performance to maintain uptime and reliability during core business hours.
- Provide expert, hands-on technical support and resolve complex issues involving 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 hands-on operational support during high-impact periods, major organizational events, and 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 improve support effectiveness and system performance.
- 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 with IT and Museum operational teams to evaluate and implement new functionality, systems, and services.
- Perform assigned ITIL roles related to incident, change, and problem management.
- Perform other duties as assigned.
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, with exceptions potentially applying to roles required to work during high-volume seasons or as 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
