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 related processes.
• Investigate and resolve complex production incidents; escalate critical POS, pump, payment, network, and PDI disruptions.
• Coordinate incident response and vendor engagement, manage tickets to service targets, and communicate technical and business impact.
• Support pricing, inventory, settlement, accounts receivable, reporting, transaction flow, and site connectivity.
• Prepare new capabilities, integrations, and sites for production support; maintain support documentation and coach help desk colleagues.
• Contribute to root-cause analysis, problem management, service reviews, monitoring, automation, and process improvement.
• Participate in after-hours incident response and on-call support as required.

Requirements

• 2 to 3 years 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 investigation, validation, and support.
• Experience coordinating issue resolution across business areas and technical and non-technical teams.
• Experience with an IT service-management platform such as ServiceNow.
• Strong communication, stakeholder management, documentation, and presentation skills; able to manage competing priorities under pressure.

Education and competencies

• Post-secondary education in Computer Science, Information Systems, Engineering, Business Analysis, or a related discipline; equivalent education and experience may be considered.
• The source emphasizes analytical troubleshooting, sound judgment, customer and retail operations focus, collaboration, attention to detail, adaptability, and continuous improvement.

Working conditions

• The role operates in a fast-paced retail technology environment where service interruptions can affect store operations and customer transactions.
• After-hours incident response, maintenance activities, release support, and an on-call rotation may be required.