Point of Sale Lead

Role Description

We are seeking a Creative Designer with strong expertise in PowerPoint design and marketing content creation. The ideal candidate will have a keen eye for visual storytelling, the ability to create compelling presentations, and experience in designing marketing materials that drive engagement.

The Challenge (Responsibilities)

• Drive Tier-2 and Tier-3 operational support for enterprise retail POS software, store microservices, and connected hardware peripherals.
• Lead SRE response efforts for critical (P1/P2) store-impacting incidents—owning triage, cross-team escalation, Root Cause Analysis (RCA), and long-term remediation.
• Proactively monitor Jira dashboards, alerting channels, and telemetry systems to track error budgets and maintain clean support backlogs.
• Diagnose and resolve complex technical issues spanning POS applications, payment terminals, customer displays, receipt printers, and mobile registers.
• Develop operational runbooks, standard operating procedures, and automation workflows to reduce Mean Time to Resolution (MTTR) and prevent recurring issues.
• Serve as the central onshore bridge between Store Operations, Software Engineering, offshore SRE teams, and third-party vendors.

Qualifications

• 7–10+ years in IT Operations, Production Support, or Site Reliability Engineering (SRE).
• Proven track record in POS production support within a retail or enterprise environment.
• Strong experience managing high-priority incident responses and driving RCAs in critical retail environments.
• Proficiency with Jira, Jira Service Management (JSM), or equivalent enterprise ITSM platforms.
• Solid understanding of POS architecture, payment device integrations, store network infrastructures, and peripheral hardware.
• Exceptional communication and leadership skills with proven success in an onshore/offshore delivery model.

Requirements

• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."
• Desired: Direct experience supporting Jump Mind Commerce (JMC) POS in a live store environment.
• Hands-on experience with modern store hardware integrations (e.g., Adyen payment terminals, Epson printers, iOS/iPad customer displays).
• Scripting capability (Python, Bash, or Shell) for automated log analysis and task automation.
• Relevant ITIL or SRE certifications.
• Familiarity with cloud-native foundations or AI coding assistants.

Languages

• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Work Arrangement

This position is available as Remote (LATAM/Canada).