Tier 2 Technical Support - POS Systems
Core
Escalation point for Tier 1 support, troubleshooting complex software, hardware, database, and network issues for payment processing and POS systems.
Role type
Tier 2 Technical Support Engineer
Builds
Payment processing applications, POS systems, integrated software platforms, and merchant-facing solutions
Domain
Fintech / Payment Processing / POS
Deliverable
client delivery
Required skills
Windows 10/11 administration, Windows Server administration, Microsoft IIS, Active Directory, Group Policy Management, Microsoft Office 365 administration, Microsoft SQL Server (query development, troubleshooting, backup/recovery), ASP.NET Framework troubleshooting, API integrations, TCP/IP, DNS, DHCP, VPN, firewalls, routers, switches, wireless networking, PowerShell scripting, remote monitoring and management tools, CRM, ticketing systems
Preferred skills
Azure or AWS, REST APIs, POS/payment processing platform experience, payment processing/fintech/banking/POS industry experience, SaaS platform support experience, Microsoft certifications, CompTIA A+/Network+/Security+, bilingual Spanish
Technologies
API, ASP.NET, AWS, Active Directory, Azure, Cloud, CRM, Firewall, Hardware, Network, Office 365, PowerShell, REST, SQL, Security, TCP/IP, VPN, Web, Windows
Responsibilities
Troubleshoot and resolve complex software, hardware, database, and network issues; perform root cause analysis and implement corrective actions; analyze application logs, system logs, and performance metrics; work directly with customers, partners, and internal teams to resolve technical incidents; support and maintain Windows Server and Windows workstation environments; configure and troubleshoot Active Directory, user permissions, group policies, and system access; monitor system performance and optimize it; troubleshoot network connectivity, VPN, firewall, DNS, DHCP, and routing issues; support both cloud-hosted and on-premise environments; support web-based applications hosted in Microsoft IIS environments; troubleshoot ASP.NET applications and web services; analyze application errors and coordinate with development teams to resolve bugs; execute SQL queries for troubleshooting, reporting, and data validation; assist with database maintenance, performance analysis, and issue resolution; investigate application integrations and API-related issues; create and maintain technical documentation, knowledge base articles, and troubleshooting guides; document root cause findings and resolution steps; help develop support standards, workflows, and escalation procedures; identify recurring issues and recommend process improvements; participate in after-hours and weekend on-call rotations; respond to critical production incidents and system outages; coordinate incident response and communication during major service interruptions