Production Support Engineer

We are seeking a Level 3 Production Support Engineer to support our Next Generation Point-of-Sale (NGPOS) platform. This role is focused on ensuring the stability, availability, and performance of the POS software platform and its supporting infrastructure.

This is not a software development role. Instead, you’ll work as part of the engineering organization to troubleshoot complex production issues, lead major incident resolution, perform root cause analysis, and collaborate with cross-functional teams to improve platform reliability.

While the role primarily supports the software platform, there will occasionally be hands-on work with POS hardware in the engineering lab or during onsite store support., * Provide Level 3 production support for the enterprise POS platform.

• Lead and coordinate P1/P2 major incident response, driving issues to resolution.
• Perform detailed Root Cause Analysis (RCA) using structured methodologies such as 5 Whys, Fishbone Analysis, and timeline reconstruction, ensuring permanent corrective actions are implemented.
• Troubleshoot production issues across cloud, on-premises, and retail/POS environments.
• Analyze application logs, monitoring dashboards, and system metrics to identify and resolve issues.
• Collaborate with Engineering, Infrastructure, Network, Database, Cloud, and Store Support teams during critical incidents.
• Support software deployments, production releases, and operational readiness activities.
• Maintain operational documentation, incident reports, and knowledge base articles.
• Participate in a rotating 24x7 on-call support schedule, including evenings, weekends, holidays, and occasional travel as required.
• Provide occasional hands-on support for POS devices in engineering labs or retail store environments.

• Experience in Level 3 Production Support, Application Support, Site Reliability Engineering (SRE), or IT Operations.
• Proven experience managing or actively participating in P1/P2 production incidents.
• Strong troubleshooting skills across distributed applications and enterprise production environments.
• Experience working with Java-based applications (development experience is not required).

• Experience using monitoring and observability tools such as:

• Dynatrace
• Splunk
• Grafana
• Similar enterprise monitoring platforms

Familiarity with ITSM tools such as:

• ServiceNow
• Jira
• Confluence

Experience supporting applications running across cloud and on-premises environments.

Strong analytical, communication, and cross-functional collaboration skills., * Experience supporting Retail or Point-of-Sale (POS) platforms.

• Linux and/or Windows administration experience (Windows-only experience will also be considered).
• SQL and NoSQL databases (MongoDB preferred).
• Scripting experience using Shell, PowerShell, or Python.
• Understanding of PCI-DSS compliance.
• Agile/Scrum environment experience.

What We’re Looking For

The ideal candidate has a strong background in production operations and incident management rather than software development. You should be comfortable owning critical production incidents, coordinating multiple teams during outages, and driving permanent resolutions through effective root cause analysis.

Candidates with a pure DevOps/CI-CD background and limited production incident ownership are unlikely to be a fit.

Preferred Titles

• Level 3 Support Engineer
• Production Support Engineer
• Application Support Engineer
• Site Reliability Engineer (SRE)
• IT Operations Engineer
• Application Operations Engineer
• Production Operations Engineer
• POS Support Engineer