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