About this role
This role supervises merchant support and payment systems by leading day-to-day store technology support and POS engineering work. The leader manages ticket workflows, enforces SLA adherence, coordinates POS releases and incident responses, and holds vendors accountable to keep payments and retail systems reliable.
Key Responsibilities
- Supervise and develop support specialists and POS engineers
- Manage ticket queues and ensure SLA adherence
- Coordinate POS releases, upgrades, and incident responses
- Lead vendor performance reviews, escalations, and deliverable tracking
- Produce data reports and improve support processes and operational maturity
Technical Overview
The technical scope centers on POS system releases, upgrades, and incident response for payment acceptance across a distributed store network. It requires deep knowledge of POS hardware/software and payment applications running on Android and iOS, plus vendor management for key POS, payment, and fuel system partners.
Ideal Candidate
The ideal candidate is a senior POS and payments support leader with 8+ years of petroleum POS and related payment systems experience and at least 3 years managing people. They can run day-to-day store technology support and POS engineering, enforce SLA-based ticket workflows, coordinate releases/upgrades/incident responses, and manage POS/payment/fuel system vendors.
Must-Have Skills
People management experiencePeople management skillsTechnical understanding of POS systems and payment applications (Android/iOS)Ability to prioritizedelegateand manage multiple initiatives simultaneouslySLA adherencePOS system releasesupgradesand incident responsesPOS Vendor management experienceVendor performance reviewsescalationsand deliverable tracking
Nice-to-Have Skills
Mic (as statedtruncated in posting)
Tools & Platforms
AndroidiOSMic (as statedtruncated in posting)
Required Skills
People Management SkillsTechnical understanding of POS systems and payment applications (Android/iOS)problem-solvingdecision-makinganalytical skillsleadershipinterpersonalcommunication skillsprioritizedelegatemanage multiple initiatives simultaneouslySLA adherencePOS system releasesupgradesincident responsesvendor managementescalationsdeliverable trackingliaison between business stakeholders and technical teamsdata reportspayment acceptance issue resolutionPOS hardwarePOS softwaredocumentationescalation pathsstandardization of minimum technical requirementsdistributed store networkAndroidiOSfuel system vendors
Hard Skills
People management skillsTechnical understanding of POS systems and payment applications (Android/iOS)AndroidiOSTicket intake queuesSLA adherenceCoordinating POS system releasesUpgradesIncident responsesVendor managementEscalationsDeliverable trackingData reports for POS technology and payments initiativesManaging enhancementsResolving complex customer POS and payment issuesPayment acceptance issue troubleshootingPOS hardwarePOS softwareEmerging technologiesSupport processes and escalation pathsDocumentationStandardization of minimum technical requirementsPayment and retail system performance across a distributed store networkAndroid/iOSPOS Engineering SpecialistsFuel system vendorsPOS vendor performance reviewsStore technology supportMic (as statedtruncated in posting)
Soft Skills
Day-to-day operations leadershipCoachingMentoringLeadershipCommunication with non-technical audiencesPartnering with vendors and internal stakeholdersPrioritizationDelegationDecision-makingAnalytical skillsTime managementLiaison between business stakeholders and technical teams
Keywords for Your Resume
Supervisor Merchant Support and Payment Systemsstore technology supportPOS engineeringpayment systemsPOS systemspayment applicationsAndroidiOSPeople management skillsticket intake queuesSLA adherencePOS system releasesupgradesincident responsesvendor managementLead POS Engineervendor performance reviewsescalationsdeliverable trackingdata reportsissue resolutionspayment acceptancePOS hardwarePOS softwaredocumentationescalation pathsdistributed store networkfuel system vendorsmerchant support
Deal Breakers
Must have at least eight (8) years in petroleum POS and related payment systems, Must have at least three (3) years of people management experience, Must have at least two (2) years of POS Vendor management experience
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