What are the responsibilities and job description for the POS Support Lead position at Photon?
For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernization. Our current focus and innovation in Digital Hyper expansion TM offers nearly limitless opportunities for career growth. For a brief 1-minute video about us, you can check out https://youtu.be/uJWBWQZEA6o.
Job Title: POS Support Lead
Job Location: Atlanta, GA
Job Type: Full Time/Contract
We’re seeking a POS Support Lead to oversee day-to-day support operations for our cloud-based Qu POS platform. You’ll lead troubleshooting, issue resolution, and vendor coordination — making sure stores stay up and running and that tech issues are addressed quickly and effectively.
What You’ll Do
Serve as the go-to expert for POS support issues across brands
Lead and mentor a small support team or manage external support vendors
Troubleshoot and resolve POS hardware/software issues (Qu POS focus)
Monitor ticket queues, prioritize critical issues, and drive resolution
Escalate bugs or outages to Qu and ensure follow-through on fixes
Maintain support documentation, knowledge base, and runbooks
Collaborate with IT, Digital, and Ops teams on system updates and deployments
Ensure compliance with PCI and other security standards
What We’re Looking For
6 years of experience supporting POS systems in QSR or retail
Hands-on knowledge of Qu POS or similar cloud-based platforms
Strong troubleshooting and root cause analysis skills
Experience coordinating with vendors and cross-functional teams
Excellent communication, ticketing system, and escalation management skills
Bonus: Experience with Toast, Revel, or NCR; ServiceNow or Zendesk familiarity
