L2/L3 Restaurant POS Support Engineer – Oracle Micros Simphony
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AI Summary
Provide L2/L3 support for Oracle Micros Simphony POS systems, handling everything from hardware triage to complex API integration diagnostics. Coordinate with third-party vendors and support new store openings across US and UK/EU regions.
Position: L2/L3 Restaurant POS Support Engineer – Oracle Micros Simphony
Location: Chennai (Onsite/Hybrid/Remote)
Shift Timing: 2.00PM to 11.00PM IST (UK Shift)
Engagement Type: Full Time
About the Role: We are looking for a L2/L3 POS Support Engineer to support Oracle Micros Simphony across a multi-location, internationally expanding restaurant operation. This is a blended role — you will handle frontline incident triage and hardware/network troubleshooting (L2), while also owning root-cause analysis, API/integration diagnostics, and vendor coordination for payment and tax systems (L3). You will work closely with engineering leadership, external vendors (eThor, Clover, Adyen, Vertex), and non-technical restaurant operations stakeholders across US and UK/EU time zones.
What You Will Do:
- Triage and resolve L2 POS incidents: workstation reboots, peripheral failures, network connectivity issues
- Own L3 root-cause analysis for integration failures between Simphony and payment, tax, and loyalty systems
- Administer and configure Oracle Micros Simphony via EMC (menu, service charges, workstation/terminal setup)
- Troubleshoot MICROS Workstation 6/8 hardware — thermal issues, peripheral (printer, cash drawer, card reader) connectivity
- Support payment terminal integrations (Adyen preferred) — EMV, card-present transactions, gateway connectivity
- Read and interpret API/integration logs to diagnose downstream system failures
- Coordinate and escalate with third-party vendors; track SLAs and push for timely resolution
- Support new store openings — hardware staging, network cutover, and local compliance requirements
- Produce clear, non-technical incident summaries for restaurant managers and senior leadership
Required Skills & Experience:
- 3+ years hands-on with Oracle Micros Simphony — POS configuration, EMC administration, terminal setup
- Experience troubleshooting MICROS Workstation hardware (WS6/WS8), peripherals, and thermal/performance issues
- Solid networking fundamentals: firewall rules, port whitelisting, DNS, VPN/site-to-site, POS network outage diagnosis
- Payment terminal integration experience — Adyen strongly preferred; familiarity with EMV and gateway connectivity
- Hands-on with ITSM ticketing tools (ServiceNow, Jira Service Management, or equivalent)
- Ability to read API and integration logs to isolate failures across POS and downstream systems
- Proven vendor coordination experience — escalation ownership, SLA tracking, professional pushback
- Strong written communication — able to translate technical findings into plain language for non-technical stakeholders
Good to Have:
- Experience supporting international store openings/go-lives with network and compliance considerations
- Basic API/integration testing using Postman; familiarity with REST APIs and JSON payloads
- Understanding of Simphony STS Gen2 API — Location API vs. Cloud API distinction
- Awareness of PCI compliance requirements in POS/payments environments
- Prior exposure to luxury hospitality or high-service-expectation restaurant brands
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