Senior Customer Support Engineer

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We are seeking a highly skilled and experienced Senior EPOS Software Support Engineer to join our team. The role involves providing advanced technical support for Electronic Point of Sale (EPOS) systems, ensuring seamless operation for clients across retail, hospitality, tourism sectors. The ideal candidate will combine deep technical expertise with strong problem-solving skills, leadership ability, and a customer-first mindset.

Key Responsibilities

• Act as the technical lead for escalated EPOS software issues, providing Level 3 support.
• Diagnose, troubleshoot, and resolve complex EPOS-related software, database, integration, and configuration problems.
• Support and maintain EPOS systems, including installations, upgrades, training and testing.
• Collaborate with development teams to identify, report, and resolve software bugs or performance issues.
• Provide mentorship and guidance to junior support engineers, including training and knowledge sharing.
• Document solutions, best practices, and standard operating procedures.
• Work with third-party vendors and internal stakeholders to coordinate fixes, enhancements, or new rollouts.
• Participate in on-call rotations and ensure adherence to SLAs.
• Contribute to continuous improvement initiatives to enhance system reliability and customer satisfaction.

Skills & Experience

• Proven experience in supporting EPOS systems in a senior or advanced support role.
• Strong understanding of EPOS software, peripherals (scanners, printers, payment devices), and integrations with payment gateways.
• Knowledge of SQL databases (querying, troubleshooting, reporting).
• Familiarity with Windows Server environments, networking fundamentals, and system monitoring tools.
• Excellent troubleshooting and analytical skills with a methodical approach.
• Strong communication skills, able to explain technical issues to non-technical users.
• Experience mentoring or leading technical support teams.

Desirable

• Experience in retail or hospitality IT environments.
• Knowledge of EPOS systems
• Exposure to APIs and system integrations.

What We Offer

• Competitive salary
• Opportunity to work with cutting-edge EPOS technology.
• A collaborative and supportive team culture.
• Professional development and career progression opportunities.

Job Types: Full-time, Permanent

Pay: From €35,000.00 per year

Benefits:

• On-site parking
• Work from home

Work Location: In person