Job Summary:

We are seeking a skilled and proactive Level 2 POS Support Engineer to provide advanced technical support for Retail Point of Sale (POS) systems. The ideal candidate will have hands-on experience with IIS servers, Oracle and MySQL databases, Kubernetes clusters, and Linux environments. This role is critical in ensuring seamless store operations by diagnosing and resolving complex POS issues, managing system monitoring, and driving continuous improvement in support processes.

Key Responsibilities:

• Act as the escalation point for Level 1 POS issues and provide advanced troubleshooting support for POS hardware, software, and network problems.

• Perform backend diagnostics using Oracle SQL and MySQL queries to analyze and resolve transaction/data-related issues.

• Manage and monitor IIS web servers and deployed POS applications for performance and availability.

• Execute Linux basic commands to perform diagnostics and investigate issues on POS or server-side components.

• Support and monitor Kubernetes-based microservices that power backend POS services and retail apps.

• Handle incident and ticket management using Service Manager Tool.

• Coordinate with development, infrastructure, and Level 3 support teams to resolve persistent or critical incidents.

•Maintain documentation of known issues, resolutions, and system configurations.

•Contribute to continuous improvement of support workflows and service reliability.

Required Skills & Experience:

• 2–5 years of experience in POS or IT application support, preferably in a retail environment.
• Strong hands-on experience with IIS servers and web application troubleshooting.
• Proficiency in Oracle SQL and MySQL queries for issue analysis.
• Working knowledge of Linux basic commands (file navigation, log viewing, process management, permissions, etc.).
• Experience working with or supporting Kubernetes clusters (basic pod/service status checks, log access, etc.).
• Familiarity with retail store devices like barcode scanners, printers, and payment devices.
• Excellent communication, troubleshooting, and root cause analysis skills.
• Ability to work independently and handle high-pressure support environments.

Preferred Qualifications:

•Experience supporting microservice-based applications in Kubernetes environments.

•Exposure to monitoring tools like Prometheus, Grafana, Nagios, or equivalent.

•Understanding of ITIL processes and certifications like ITIL Foundation is a plus.

•Scripting knowledge (Bash, PowerShell, Python) for automation is advantageous.

Work Conditions:

•Willing to work in rotational shifts, including weekends or holidays as needed.

•On-call availability for critical support scenarios.