Senior Technical Support Analyst

Role overview

Responsibilities

• Provide Level 1 and 2 support for retail applications, POS, PDI, payment integrations, pumps, back-office systems, and associated processes.
• Investigate and resolve complex production incidents, including critical outages, while minimizing business disruption.
• Coordinate incident response with technical teams, vendors, product owners, retail operations, and business stakeholders.
• Manage tickets and escalations; communicate business impact, recovery actions, and service risks.
• Support retail pricing, inventory, settlement, accounts receivable, reporting, transaction, and connectivity processes.
• Prepare new capabilities, integrations, and sites for production support; create runbooks, procedures, and troubleshooting guides.
• Coach help desk colleagues and contribute to root-cause analysis, service reviews, automation, monitoring, and operational improvements.
• Participate in after-hours incident response, maintenance, release support, and on-call rotation as required.

Requirements

• 2 to 3 years of experience supporting business-critical applications, retail technologies, or POS environments.
• Experience troubleshooting production issues across applications, data interfaces, networks, hardware, payments, or batch processes.
• Ability to write and interpret basic SQL queries for support and investigation.
• Experience coordinating issue resolution across business areas and technical and non-technical teams.
• Experience using an IT service-management platform such as ServiceNow.
• Strong communication, stakeholder management, documentation, and presentation skills.
• Ability to manage multiple priorities in a high-pressure, time-sensitive environment.
• Post-secondary education in a related discipline; equivalent education and experience may be considered.
• Retail technology or help desk experience is an asset.

Core competencies

• Analytical troubleshooting, sound judgment, incident ownership, and calm execution under pressure.
• Customer and retail operations focus; clear communication of technical and business impact.
• Collaboration, continuous improvement, knowledge sharing, attention to detail, adaptability, and follow-through.

Working conditions

• The role operates in a fast-paced retail technology environment where interruptions can affect store operations and customer transactions.
• After-hours incident response, maintenance, release support, and on-call participation may be required.
• Work must be completed securely and within operational timelines.

About the company