POS Support Engineer

Location: Media, PA (Philadelphia Area)
Work Arrangement: Hybrid – Onsite 4 days per week
Job Type: Contract

Job Summary

We are seeking an experienced POS Support Engineer to provide production support for retail Point-of-Sale (POS) systems and payment software across multiple store locations. The ideal candidate will have hands-on experience supporting NCR RPOS or a comparable enterprise retail POS platform, troubleshooting production issues, managing vendor cases, testing software fixes, and coordinating deployments.

Responsibilities

• Provide day-after and ongoing production support for POS and payment software upgrades across retail stores.
• Analyze infrastructure monitoring, aggregated logs, and incident-ticket trends to identify defects, recurring issues, and multi-store impacts.
• Troubleshoot POS issues and distinguish software defects from environmental or configuration problems.
• Reproduce production issues in a laboratory/test environment.
• Collect and document business impact, reproduction steps, logs, screenshots, timestamps, affected software versions, and other diagnostic evidence.
• Open, manage, and follow up on vendor support and engineering cases through root cause and resolution.
• Coordinate with POS Operations, internal technology teams, Store Operations, and external vendors regarding scope, priority, workarounds, and status.
• Test hotfixes and corrective software in the lab and document results and regression risks.
• Prepare change documentation and deploy approved fixes using software deployment tools.
• Validate production deployments and monitor systems for recurrence.
• Maintain accurate case records, test evidence, known-error information, support procedures, and stakeholder communications.
• Independently manage multiple defects and vendor cases while collaborating with the POS Operations team.
• Exercise sound judgment during investigation, escalation, testing, change management, and deployment activities.
• Communicate technical findings, business impact, risks, status, and next steps clearly.
• Follow long-running technical investigations through resolution, including issues requiring extended vendor coordination.

Required Qualifications

• 2+ years of hands-on NCR RPOS support experience in a production retail environment, or comparable enterprise retail POS experience.
• Experience troubleshooting POS defects, reproducing issues, collecting diagnostic evidence, and managing vendor cases through resolution.
• Working knowledge of:
  • Windows
  • Retail POS architecture
  • Software testing
  • Change management
  • Deployment validation
• Experience with infrastructure monitoring tools and log aggregation platforms such as Zabbix and Splunk.
• PowerShell experience sufficient to execute, understand, and make minor modifications to existing commands or scripts.
• Strong analytical, documentation, communication, vendor-management, and organizational skills.

Preferred Qualifications

• Experience with Verifone M400 payment terminals.
• Experience with Ivanti software deployment.
• Experience writing Microsoft SQL Server queries.
• Experience with integrated retail systems, including:
  • Electronic payment systems
  • Fuel systems
  • Kitchen production systems
  • Loyalty systems
  • POS peripherals
• Bachelor’s degree in Information Technology or a related technical field, relevant technical certifications, or equivalent experience.
• Experience working in a PCI-compliant environment.

Work Environment

This position requires working onsite 4 days per week in Media, PA, in the Philadelphia area. The role involves close collaboration with POS Operations, technical teams, store operations, and external technology vendors.