Retail POS Application Support

• Location 24601 Center Ridge Rd,Westlake, OH, 44145,United States
• Base Pay $30.00 - $33.00 / Hour
• Job Category Information Technology
• Industry retail fuel stations
• Employee Type Full-Time Non-Exempt

• Phone

Department:
Information Technology - FLSA Classification:
Non-Exempt
- Employment Type:

Full-Time

The Retail POS Solution Support Engineer (L2 Support Engineer) is responsible for providing Level 2 technical support, administration, troubleshooting, and maintenance of enterprise Retail Point of Sale (POS) environments across retail, restaurant, and fuel locations. The role supports Retalix POS, NCR Aloha POS, Verifone payment solutions, back-office retail applications, and integrated store technologies to ensure maximum system availability and uninterrupted business operations.

The engineer will diagnose application, payment, inventory, and hardware-related issues, coordinate with cross-functional teams, perform system administration, and support software deployments while maintaining high service standards and SLA compliance.

• Provide Level 2 support for Retalix POS, NCR Aloha POS, Back Office Systems (BOS), and retail applications.
• Troubleshoot issues related to sales transactions, pricing, promotions, discounts, inventory, menu configurations, and store operations.
• Resolve transaction failures, synchronization issues, payment processing errors, and End-of-Day (EOD) processing issues.
• Support inventory management, product configuration, price books, fuel management, and store controller applications.
• Investigate recurring incidents, perform root cause analysis, and implement corrective actions.

• Support Verifone payment terminals, pin pads, payment peripherals, and payment gateway integrations.
• Troubleshoot authorization failures, settlement discrepancies, payment connectivity issues, and terminal configuration problems.
• Coordinate with payment processors, vendors, OEMs, and acquiring banks for issue resolution.
• Support software upgrades, compliance updates, certifications, and break-fix activities for payment devices.
• Validate communication between payment terminals, POS systems, and backend payment platforms.

• Support POS terminals, barcode scanners, receipt printers, kitchen display systems (KDS), kiosks, payment devices, and store controllers.
• Troubleshoot hardware, software, and network-related issues affecting retail operations.
• Support fuel pump integration systems and retail store network connectivity.
• Diagnose interface issues between POS applications, payment devices, controllers, and back-office systems.
• Assist with software installations, upgrades, patches, and lifecycle management activities.

• Configure and maintain POS applications, user accounts, and store system settings.
• Perform application health checks and proactive monitoring.
• Support software deployments, upgrades, patches, and configuration changes.
• Validate system interfaces and ensure application availability.
• Participate in major incident management, bridge calls, and production support activities.
• Create and maintain SOPs, troubleshooting guides, and knowledge base articles.
• Document incidents, resolutions, and technical procedures.
• Conduct knowledge transfer sessions for L1 support teams.
• Identify automation opportunities and recommend process improvements.
• Improve remote resolution capabilities to reduce field support dependency.
• Coordinate with Service Desk (L1), Infrastructure, Network, Database, Security, and Vendor teams.
• Ensure timely incident resolution while meeting SLA requirements.
• Maintain professional communication with business users, store personnel, vendors, and stakeholders.
• Support project implementations, technology rollouts, and application enhancements.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.

• Minimum of 2 years of…