Job Description

The Technical Support Engineer will be responsible for providing application support for deployment and production issues for customers using the Point of Sale (POS) application suite. Being a vital part of the Global Customer Support team involves working on highly complex systems and providing general technical support services for major accounts, ensuring overall customer satisfaction and total resolution of each service case.

You will provide phone and email support and will be responsible to debug, track, find and fix problems that occur during implementations and daily retail operations. The Technical Support Engineer will create and manage technical environments within the support organization to replicate and diagnose customer issues, and troubleshoot skills related to software functionality, application server setup, database management, operating system configuration, installation, migration, network, and upgrades of POS versions will be required.

The Technical Support Engineer will maintain relevant information in the support tracking system and will update clients and management about the status of all issues on a timely basis. The Technical Support Engineer will also maintain and actively contribute to a growing knowledge base that improves the overall effectiveness of the team. The Technical Support Engineer will proactively research new technology or development tools to remain informed of current technology. Our technical support team is a 24-hour operation, 2 shifts, and on-call. We serve clients nationally and international

Essential Functions

Drive the resolution of cases reported to Technical Support through the definition and diagnosis of the issue and application of technical expertise, product knowledge, communication, and problem-solving skills.

• Determine root problem cause and provide resolution to our Business Partners.
• Identify, reproduce, and log product defects with our development team.

Job Specification (Requirements)

• Preferred 3 years’ experience supporting software applications and system administration.
• Familiar with the structure of a relational database (Oracle, MySQL) and ability to create basic SQL queries, joins, and update statements.
• Proficient with the Microsoft Office Suite.
• Experience supporting Microsoft Server Class Operating Systems and basic networking troubleshooting skills.
• Experience with virtualization software (VMWare, Oracle Virtual Box).
• Ability to prioritize issues of varying severity and effectively manage the resolution of issues within accepted service levels.
• Strong analytical skill in understanding requirements, with strong conceptual and problem-solving skills.
• Ability to provide excellent customer service and maintain a professional demeanor while defusing stressful customer situations.
• Strong interpersonal skills and ability to collaborate with peers, technical account managers, customer IT staff, product development, and SQA to resolve client issues.
• Ability to use independent judgment, work independently and make solid decisions.
• Solid organizational skills and time management skills.
• Experience in retail applications, in particular Retail Pro, is a plus.
• Some travel may be required, as could be varied work hours.
• We support customers in over 80 countries. Multi-lingual is not necessary but is a plus.

Job Posting: Full-time, Benefits, Sick/Vacation Pay, 401K, Room to Advance, Salary Competitive

Company Description

Retail Pro International is a global leader in retail management software that is recognized world-wide for rich functionality, multi-national capabilities, and unparalleled flexibility, and has been named top Point of Sale (POS) for mid-market retail by IHL Group. For 35 years, RPI has innovated retail software solutions to help retailers optimize business operations and have more time to focus on what really matters – cultivating customer engagement and capitalizing on retail’s trends. Today, Retail Pro software powers unified commerce strategy for retailers in 130 countries with full POS, replenishment, inventory, promotions, and customer management functionalities available on any mobile or desktop Android, IOS, and Windows devices.