Oracle MICROS Simphony L3 Support Engineer / Analyst
Boutique retail consulting firm — Plesanton, California, United States
Platform: Oracle Retail · Type: Contract
Experience: 6-8 years
Modules: Xstore
Job description
### About the Role
We are seeking an experienced **L3 Support Engineer** to provide advanced technical support for our Oracle MICROS Simphony Point-of-Sale (POS) environment. This is a high-impact role responsible for troubleshooting the most complex incidents, performing deep root cause analysis, and ensuring the stability and high performance of our hospitality payment systems across multiple venues. You will act as the final technical escalation point before engaging vendor engineering teams and play a key role in system configuration, release validation, and service improvement initiatives.
### Key Responsibilities
- **Advanced Incident Resolution:** Provide **Level 3 (L3) support** for Oracle MICROS / Simphony POS, resolving critical and complex technical issues that cannot be solved by L1/L2 teams.
- **Payment System Troubleshooting:** Diagnose and resolve issues related to payment processing, including terminal connectivity, transaction failures, settlement/reconciliation problems, and POS-to-terminal handoff errors.
- **Root Cause Analysis:** Perform in-depth root cause analysis on recurring incidents and system defects, recommending and implementing permanent fixes to improve system reliability.
- **Configuration & Deployment:** Support configuration updates, patching validation, and controlled deployment activities across POS environments.
- **Stakeholder Coordination:** Act as a primary technical point of contact, coordinating with venue operations, finance teams, and service staff during live incidents to minimize business disruption.
- **Vendor Escalation:** Escalate confirmed product defects and unresolved issues to Oracle (MICROS) and other vendors, managing the issue through to resolution.
- **Documentation & Knowledge Management:** Maintain detailed support documentation, Standard Operating Procedures (SOPs), and knowledge base articles to enable L1/L2 teams.
- **Testing & Release Support:** Participate in the testing of new software releases, payment flows, and hardware upgrades to ensure stability before production deployment.
- **On-Call Support:** Provide after-hours or on-call support for critical business incidents as required.
### Required Skills & Experience
- **Core Expertise:** Proven experience supporting **Oracle MICROS / Simphony POS** in hospitality, retail, or similar high-availability environments.
- **Payment Systems:** Strong experience with integrated payment systems (ideally **Adyen**, or similar providers like Worldpay, Fiserv), including knowledge of the transaction lifecycle and reconciliation.
- **Technical Ecosystems:** Hands-on experience troubleshooting POS and payment ecosystems, including:
- Payment terminal connectivity
- POS-to-payment interface issues (e.g., **Oracle Payment Interface - OPI**)
- Store-level hardware and peripherals
- **Analytical Skills:** Ability to analyze system logs, transaction traces, and performance data to identify and resolve complex issues.
- **IT Service Management:** Familiarity with ITSM tools (e.g., ServiceNow, Jira) and experience working within SLA-driven incident management processes.
- **Communication:** Excellent stakeholder communication skills, with the ability to translate complex technical issues for non-technical business users.
### Preferred Qualifications
- **Database Knowledge:** Experience with databases (Oracle, MySQL, SQL Server) and the ability to write and read complex SQL queries for data investigation.
- **Broader Hospitality Suite:** Familiarity with other Oracle Hospitality applications such as **RES 3700, Reporting & Analytics (R&A), Opera PMS, or Materials Control**.
- **Certifications:** Oracle MICROS Simphony certifications are a strong plus.
- **Education:** Bachelor's degree in Computer Science, Information Systems, or a related field.
- ** 6-8 years of exp
We are seeking an experienced **L3 Support Engineer** to provide advanced technical support for our Oracle MICROS Simphony Point-of-Sale (POS) environment. This is a high-impact role responsible for troubleshooting the most complex incidents, performing deep root cause analysis, and ensuring the stability and high performance of our hospitality payment systems across multiple venues. You will act as the final technical escalation point before engaging vendor engineering teams and play a key role in system configuration, release validation, and service improvement initiatives.
### Key Responsibilities
- **Advanced Incident Resolution:** Provide **Level 3 (L3) support** for Oracle MICROS / Simphony POS, resolving critical and complex technical issues that cannot be solved by L1/L2 teams.
- **Payment System Troubleshooting:** Diagnose and resolve issues related to payment processing, including terminal connectivity, transaction failures, settlement/reconciliation problems, and POS-to-terminal handoff errors.
- **Root Cause Analysis:** Perform in-depth root cause analysis on recurring incidents and system defects, recommending and implementing permanent fixes to improve system reliability.
- **Configuration & Deployment:** Support configuration updates, patching validation, and controlled deployment activities across POS environments.
- **Stakeholder Coordination:** Act as a primary technical point of contact, coordinating with venue operations, finance teams, and service staff during live incidents to minimize business disruption.
- **Vendor Escalation:** Escalate confirmed product defects and unresolved issues to Oracle (MICROS) and other vendors, managing the issue through to resolution.
- **Documentation & Knowledge Management:** Maintain detailed support documentation, Standard Operating Procedures (SOPs), and knowledge base articles to enable L1/L2 teams.
- **Testing & Release Support:** Participate in the testing of new software releases, payment flows, and hardware upgrades to ensure stability before production deployment.
- **On-Call Support:** Provide after-hours or on-call support for critical business incidents as required.
### Required Skills & Experience
- **Core Expertise:** Proven experience supporting **Oracle MICROS / Simphony POS** in hospitality, retail, or similar high-availability environments.
- **Payment Systems:** Strong experience with integrated payment systems (ideally **Adyen**, or similar providers like Worldpay, Fiserv), including knowledge of the transaction lifecycle and reconciliation.
- **Technical Ecosystems:** Hands-on experience troubleshooting POS and payment ecosystems, including:
- Payment terminal connectivity
- POS-to-payment interface issues (e.g., **Oracle Payment Interface - OPI**)
- Store-level hardware and peripherals
- **Analytical Skills:** Ability to analyze system logs, transaction traces, and performance data to identify and resolve complex issues.
- **IT Service Management:** Familiarity with ITSM tools (e.g., ServiceNow, Jira) and experience working within SLA-driven incident management processes.
- **Communication:** Excellent stakeholder communication skills, with the ability to translate complex technical issues for non-technical business users.
### Preferred Qualifications
- **Database Knowledge:** Experience with databases (Oracle, MySQL, SQL Server) and the ability to write and read complex SQL queries for data investigation.
- **Broader Hospitality Suite:** Familiarity with other Oracle Hospitality applications such as **RES 3700, Reporting & Analytics (R&A), Opera PMS, or Materials Control**.
- **Certifications:** Oracle MICROS Simphony certifications are a strong plus.
- **Education:** Bachelor's degree in Computer Science, Information Systems, or a related field.
- ** 6-8 years of exp