Technical Engineer

Position: Technical Engineer
Location: Remote (CST)
Duration: 12+ months

Job Description:

Must have:

Experience with Hospitality IT Systems and Credit Card payment knowledge.

Must have: Technical document writing experience (SOPs, KBs, runbooks).

Jira experience for ticketing, project tracking, and agile workflows.
Exposure to payment device management (terminals, middleware).

PURPOSE:

We are seeking a motivated Technical Engineer to join our Global Payments Team, supporting the integration and operation of payment systems across our hotels. This role requires a blend of hotel IT expertise, technical troubleshooting skills, and payment system knowledge, with a strong focus on collaboration and continuous learning.

POSITION RESPONSIBILITIES:

• Provide day-to-day support via ServiceNow Helpdesk, managing incidents, service requests, and escalations.
• Troubleshoot and resolve issues related to payment gateways, terminals, and middleware in coordination with vendors and internal teams.
• Support and maintain Oracle Opera Cloud PMS integrations, ensuring stability and reliability of hotel payment processes.
• Use PowerShell scripting and other automation tools to streamline tasks, improve monitoring, and generate reports.
• Assist in managing payment device connectivity, including POS systems, network configurations, and troubleshooting.
• Contribute to technical documentation including knowledge base articles, SOPs, and integration guides.
• Collaborate with cross-functional teams through Jira and other platforms to track progress and resolve issues.
• Stay up to date on PCI DSS and security compliance requirements, ensuring all work aligns with industry standards.
• Participate in system integration projects, learning and documenting how PMS, POS, and payment gateways connect.
• Monitor systems proactively using tools such as Datadog or Splunk (where applicable), helping prevent incidents before they occur.

EXPERIENCE AND QUALIFICATIONS:

• ServiceNow Helpdesk experience in incident and request management.
• Hotel IT background with exposure to property-level systems and operations.
• Hands-on Oracle Opera Cloud PMS user experience.
• Payment gateway knowledge, including transaction flows, tokenization, and reconciliation.
• PowerShell scripting knowledge for automation and reporting.
• Positive attitude and ability to collaborate effectively.
• Motivation to learn and grow within the payments technology space.
• Curiosity about system integration and how platforms connect.
• Basic networking knowledge (IPs, ports, firewalls, VPNs).
• Awareness of PCI DSS and the importance of securing cardholder data.

PREFERRED SKILLS:

• Strong troubleshooting skills in complex technical environments.
• Familiarity with cloud platforms and APIs (REST-based integrations).
• Experience with monitoring and logging tools (e.g., Datadog, Splunk).

WHO YOU ARE:

• A hands-on problem solver with strong attention to detail.
• Eager to learn new technologies and payment innovations.
• Team-oriented, with a positive mindset and service-driven approach.
• Excited about contributing to cutting-edge hospitality payment solutions.

Position Responsibilities

• Provide day-to-day support via ServiceNow Helpdesk, managing incidents, service requests, and escalations.
• Troubleshoot and resolve issues related to payment gateways, terminals, and middleware in coordination with vendors and internal teams.
• Support and maintain Oracle Opera Cloud PMS integrations, ensuring stability and reliability of hotel payment processes.
• Use PowerShell scripting and other automation tools to streamline tasks, improve monitoring, and generate reports.
• Assist in managing payment device connectivity, including POS systems, network configurations, and troubleshooting.
• Contribute to technical documentation including knowledge base articles, SOPs, and integration guides.
• Collaborate with cross-functional teams through Jira and other platforms to track progress and resolve issues.
• Stay up to date on PCI DSS and security compliance requirements, ensuring all work aligns with industry standards.
• Participate in system integration projects, learning and documenting how PMS, POS, and payment gateways connect.
• Monitor systems proactively using tools such as Datadog or Splunk (where applicable), helping prevent incidents before they occur.