POS Support Engineer - Oracle Micros Simphony

Required Technical Skills / Experience

• Current experience deploying and supporting new restaurants onsite
• 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 EMC: navigating the hierarchy (enterprise, property, revenue center), and confirming or changing menu items, tenders, employee roles and privileges, printers and order devices, and workstation setup
• Hands-on hardware installation: workstations and tablets, receipt and kitchen printers, KDS, card readers, and cash drawers
• Network basics for a restaurant site: DHCP/static IPs, switches and Wi-Fi, and diagnosing connectivity between workstations, the service host, and printers
• Solid understanding of networking fundamentals: firewall rules, port listing, 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
• Working knowledge of restaurant/hospitality POS environments — multi-location retail or F&B operations preferred
• Experience delivering end-user training to non-technical audiences (servers, bartenders, managers), including go-live floor support

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 Client's international expansion plans

Client Role Expectations:

• Ability to travel within the US and internationally for about 3 weeks to support new restaurant openings (3-4 times a year)
• Ability to troubleshoot under time pressure in a live restaurant, including after-hours or overnight cutovers
• Must be open to work (3pm - 11pm EST) Shift Hours
• Must be open to being on-call biweekly on weekends