Senior Technical Support Analyst

Role overview

Responsibilities

• Provide Level 1 and Level 2 support for retail applications, POS systems, PDI, payment integrations, pumps, back-office systems, and related processes.
• Investigate complex production incidents and escalate critical outages involving POS, pumps, payments, networks, or PDI.
• Coordinate incident response and vendor engagement; communicate technical causes, risks, and recovery actions to stakeholders.
• Manage tickets to service targets, supporting retail pricing, inventory, settlement, accounts receivable, reporting, transactions, and site connectivity.
• Support onboarding of capabilities, integrations, sites, and initiatives into production; maintain operational documentation and procedures.
• Coach less experienced analysts and contribute to root-cause analysis, problem management, trend reviews, automation, monitoring, and service improvements.
• Participate in after-hours incident response, maintenance, release support, and on-call rotation as required.

Requirements and education

• 2 to 3 years of experience supporting business-critical applications, retail technologies, or POS environments.
• Experience troubleshooting production issues across applications, interfaces, networks, hardware, payments, or batch processes.
• Ability to write and interpret basic SQL queries.
• Experience coordinating issue resolution among technical and non-technical teams.
• Experience using an IT service-management platform such as ServiceNow.
• Strong communication, stakeholder management, documentation, and presentation skills; able to manage multiple priorities under pressure.
• Post-secondary education in Computer Science, Information Systems, Engineering, Business Analysis, or a related discipline; equivalent education and experience may be considered.
• Previous retail technology or help desk experience is an asset.

Core competencies

• Analytical troubleshooting, sound judgment, and incident ownership.
• Customer and retail operations focus; calm execution under pressure.
• Clear communication of technical and business impact and collaboration across vendors, IT teams, and business functions.
• Continuous improvement, knowledge sharing, attention to detail, quality, confidentiality, and follow-through.

Working conditions

• May require after-hours incident response, maintenance activities, release support, and participation in an on-call rotation.
• Work occurs in a fast-paced retail technology environment with strict operational timelines.