Terminal Support Engineer

Position Title :Terminal Support Engineer

Department :IT

Experience Level : Minimum 2 years of experience in working with or providing support for OEM and custom (bespoke) software and hardware solutions within the payments industry

Manager :Head of India Operations

Direct Reports :NA

Hire type :Full-time

Location :Remote

Work-times :US time zone

Tag :Terminal Support Engineer, POS Support Engineer, L2 Support Engineer, Payment Terminal Specialist, POS Systems Engineer

Yularatech is an IT services provider offering end-to-end quality IT solutions to our partner clients. We specialise in IT skills resourcing, IT consulting and outsourced application development and support.

The job profile requires the candidate to manage and support payment terminal systems, ensuring smooth operations, timely issue resolution, and minimal service disruption.

The role is essential in maintaining the operational stability, performance, and reliability of our clients payment terminal systems and Point-of-Sale (POS) infrastructure.

Position Summary

As a Level 2 Terminal Support Engineer, you will be responsible for all terminal-related issues and technical inquiries related to Point-of-Sale (POS) systems. This includes proactive monitoring, troubleshooting, coordination with vendor teams, and ensuring uninterrupted terminal operations.

The role requires strong analytical, communication, and coordination skills to manage daily operational challenges and ensure terminal uptime and performance.

Primary Responsibilities

• Install, configure, and maintain Point-of-Sale (POS) systems, related software, and interfaces.
• Liaise with suppliers, support partners, and vendor teams for timely issue resolution.
• Create and maintain operational manuals, process checklists, and training documentation.
• Coordinate daily operations between customers, IT, and specialist departments, including incident escalation and emergency handling.
• Diagnose and resolve hardware, software, network, and communication issues in POS systems.
• Manage mass rollouts and deployments of terminal software and system updates.
• Monitor terminal health proactively, identify issues, and engage vendors or merchants for resolution.
• Provide full ownership and support for Terminal Management Systems (TMS).
• Maintain accurate and updated ticketing and issue-tracking records in accordance with SLA requirements.

Technical Skills and Experience

• Mandatory

• Minimum 2 years of hands-on experience supporting or maintaining OEM/bespoke POS terminals in the payments industry.

• Strong background in application support, release management, and incident management.
• Proficiency in troubleshooting POS hardware and software, including network communication issues (TCP/IP, GPS).
• Excellent written and verbal communication skills for cross-functional coordination.
• Experience in multi-vendor environments, managing escalations and ensuring timely resolution.

• Working knowledge of Verifone and MX51 systems preferred.

• Desirable

• Experience with Python, particularly for automation and terminal support tasks.

• Microsoft Network Certification and/or CompTIA certifications such as A+, Network+, or Cloud+.
• Prior exposure to terminal monitoring and management platforms.
• Familiarity with ITIL or similar support frameworks.

Soft Skills

• Good communication and interpersonal skills.
• Ability to prioritize and manage multiple incidents in high-pressure environments.
• Collaborative and adaptable approach in working with cross-functional and cross-cultural teams.
• Customer-focused with a commitment to service quality.

Additional Information:

• We offer a competitive salary and a comprehensive benefits package.
• You will have the opportunity to work on exciting and impactful projects.
• Join a collaborative and inclusive work environment.
• Enjoy continuous learning and professional development opportunities.