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