Consumer Retail Technology Application Support Engineer

Consumer Retail Technology Application Support Engineer

Seattle, WA (Onsite role)

C2C

Required Skills: Good experience in Retail, Restaurant, Food or Beverages industry, Oracle Symphony, Windows 11, Marimba, PowerShell, and Python

Application Services:

• Provide technical support for business-critical software applications, diagnosing and resolving user issues in a timely manner.
• Monitor application performance, resolve technical issues, and perform root cause analysis for recurring problems.
• Serve as the primary point of contact for application-related inquiries, working with users to address their needs.
• Support retail and hospitality software products, including Oracle Symphony, RES 3700, and 9700.
• Troubleshoot and resolve issues related to POS and Mobile POS automation and integration.

Release & Deployment:

• Participate in the testing of new or updated applications, ensuring they meet functional requirements and quality standards.
• Assist with the release, deployment, and rollout of new software versions or updates to users.
• Ensure smooth transition and minimal disruption during application changes, including user training and documentation.
• Perform enhancements as per requirements and ability to deploy.
• Support staging and installation processes.

TechOps and L3 Support:

• Provide L3 support for TechOps-related issues.
• Troubleshoot and resolve complex technical problems related to software and hardware.
• Address networking issues, including DHCP and DNS.
• Support retail platforms including POS, KDS, and Back Office systems.
• Assist with cloud platform-related queries and issues.

Reporting & Management:

• Collect and analyze data from applications to generate reports and provide insights to stakeholders.
• Monitor application usage and performance metrics to identify trends and potential issues.
• Provide recommendations for improving workflows or streamlining processes through better application use.
• Work with project managers and customers to ensure applications meet evolving business requirements.
• Update AOD and Knowledge documents as needed.

Education:

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).

Experience:

• Minimum of 5 years of IT Support experience, preferably in installing, configuring, supporting, and administering food and beverage management software products like Oracle Symphony, RES 3700, 9700.
• At least 3 years of relevant work experience in IT Support, Application Support, or Technical Support with direct customer contact experience.

Technical Skills:

• Proficiency in Oracle Symphony, Windows 11, Marimba, PowerShell, and Python.
• Experience with POS and Mobile POS automation and integration.
• Working knowledge of networks, PCs, and ability to resolve installation issues.
• Familiarity with operating systems (Windows Server 2007, 2010, 2011, Oracle, and VMware).
• Knowledge of payment processing systems and technologies.
• Experience with SCCM/Retail environments.
• JavaScript experience (preferred).
• Familiarity with automated support management and tracking tools.

Soft Skills:

• Excellent problem-solving and troubleshooting skills.
• Strong communication skills, with the ability to explain complex technical concepts to non-technical users.
• Customer-oriented approach with the ability to work both independently and as part of a team.
• Experience with IT service management frameworks preferred (e.g., ITIL).
• Knowledge of application performance monitoring tools.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud
• Familiarity with databases (SQL, Oracle, etc.) and querying for data analysis.