Specialist I, POS Setup Support

Job Description

Job Description

Title
Specialist I, POS Setup Support
Installation - POS

Reports To
Field Service & Staging Manager

About Payroc
Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today's fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

The POS Setup Support Specialist is responsible for creating and maintaining configuration standards for all hardware and software that we install and support for our clients. This role works closely with the implementation and solutions teams to ensure that all hardware is configured with the latest and best working images and solution stacks to reduce and work towards eliminating failures that occur at a client's site.

Through testing, research, standardization, and documentation, the POS Setup Support Specialist will work to solve issues related to all hardware and software that we sell and implement. This role will work towards standardizing the images and versioning used in implementations and across all service departments including help desk, field service, and implementation teams. This includes troubleshooting and documenting versions of products that work together, certifying and maintaining an updated image catalog accessible to all teams, and ensuring customers receive an optimal working product every time.

This is a hands-on, full-time role based in San Diego, CA, requiring a proven ability to identify and correct mechanical, electronic, and software issues. Technical aptitude and people skills are a must.

Duties and Responsibilities

• Set up full POS systems and configure and test functionality prior to shipping to a customer location.
• Manage out-of-box hardware failures and replacements ensuring minimal delays.
• Work with project managers to test database functionality and functionality of other modules being installed.
• Create, document, and maintain a corporate image catalog; communicate end-of-life images and new image introductions in a timely manner.
• Communicate to teams when new software versions become available, what they set out to fix, and how they will or will not be used and why.
• Constantly seek new information and product knowledge to update company images to the best possible working versions.
• Create, document, and maintain a version matrix for the various Aloha suite of products that work together and those that do not.
• Publish all technical documentation about products we sell and implement to the team.
• Research and troubleshoot consistent issues with certain hardware and software versions and work to document and solve those issues.
• Standardize the way systems are staged prior to shipping or being implemented.
• Test and validate all new products prior to main release to sales in conjunction with the Solutions Team.
• Document cable and accessory guidelines for new products introduced into the sales product catalog.
• Maintain a product information catalog pertaining to accessories, cables, and complementary products; help train teams on new products and configurations as necessary.
• Communicate with both vendors and internal resources; escalate problems and issues to upper management when necessary.
• Assist and support other departments with technical knowledge of POS hardware.
• Help train new employees in staging procedures and provide technical support on site or via remote access applications.
• Contribute to process enhancements, changes, development, and communication.
• Perform other work-related duties or special projects as assigned by management.

Qualifications

• 2-year technical degree and/or 2+ years of related experience with installing, upgrading, and repairing PCs and POS peripherals required.
• Technical schooling, A+, MCP, or MCSE certification preferred.
• 1–2 years of experience with Aloha POS system troubleshooting, repairs, and installation required.
• Proven ability to diagnose, troubleshoot, and repair various technologies.
• Preferred: Bachelor's degree in a related field.
• Preferred: 3–5 years of experience with Aloha POS system troubleshooting, repairs, and installation.
• Preferred: Proficiency in Microsoft Office Suite including Office 365.

Travel Component

• < 5%

Working Conditions

• Position is based in San Diego, CA
• Hands-on role requiring ability to lift and/or move up to 25 pounds occasionally.
• May require night, weekend, and holiday work as assigned.
• Frequent use of hands and fingers to handle objects, tools, and controls; regular talking and hearing required.

Job Classification

• Non-Exempt

Equality
At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at View email address on us.fitly.work

All internal applicants will need to apply with our Internal Application Form. Please reach out to View email address on us.fitly.work to discuss.

Compensation and Benefits
Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice
We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies
Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.