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. 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
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 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 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