US - L2/L3 Restaurant POS Support Engineer

Job Title: POS
Support Engineer

Engagement Type:
Contract
Work Arrangement: Remote

• 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 RH's international expansion plans