Description
Our client is an American company with more than 50 years of experience, dedicated to providing autonomy to the first line of retail/e-commerce, manufacturing, transportation and logistics, healthcare, the public sector, and other industries to achieve a competitive advantage.
Our client has more than 10,000 partners and 8,000 employees in 100 countries, offering better visibility through integrated and customized solutions for each industry, which allow connecting people, assets, and data with intelligence that help make critical decisions for the business.
We are seeking a Creative Designer with strong expertise in PowerPoint design and marketing content creation. The ideal candidate will have a keen eye for visual storytelling, the ability to create compelling presentations, and experience in designing marketing materials that drive engagement.
The Challenge (Responsibilities)
- Drive Tier-2 and Tier-3 operational support for enterprise retail POS software, store microservices, and connected hardware peripherals.
- Lead SRE response efforts for critical (P1/P2) store-impacting incidents—owning triage, cross-team escalation, Root Cause Analysis (RCA), and long-term remediation.
- Proactively monitor Jira dashboards, alerting channels, and telemetry systems to track error budgets and maintain clean support backlogs.
- Diagnose and resolve complex technical issues spanning POS applications, payment terminals, customer displays, receipt printers, and mobile registers.
- Develop operational runbooks, standard operating procedures, and automation workflows to reduce Mean Time to Resolution (MTTR) and prevent recurring issues.
- Serve as the central onshore bridge between Store Operations, Software Engineering, offshore SRE teams, and third-party vendors.
Your Profile (Requirements)
- 7–10+ years in IT Operations, Production Support, or Site Reliability Engineering (SRE).
- Proven track record in POS production support within a retail or enterprise environment.
- Strong experience managing high-priority incident responses and driving RCAs in critical retail environments.
- Proficiency with Jira, Jira Service Management (JSM), or equivalent enterprise ITSM platforms.
- Solid understanding of POS architecture, payment device integrations, store network infrastructures, and peripheral hardware.
- Exceptional communication and leadership skills with proven success in an onshore/offshore delivery model.
- High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
- Technologist DNA: A deep understanding of the difference between "coding" and "engineering."
Desired
- Direct experience supporting Jump Mind Commerce (JMC) POS in a live store environment.
- Hands-on experience with modern store hardware integrations (e.g., Adyen payment terminals, Epson printers, iOS/iPad customer displays).
- Scripting capability (Python, Bash, or Shell) for automated log analysis and task automation.
- Relevant ITIL or SRE certifications.
- Familiarity with cloud-native foundations or AI coding assistants.
Languages
- Advanced Oral English: For seamless collaboration with global teams.
- Advanced Spanish.
Work Arrangement
We value flexibility to support your lifestyle. This position is available as:
If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/
Requirements
- 7–10+ years in IT Operations, Production Support, or Site Reliability Engineering (SRE).
- Proven track record in POS production support within a retail or enterprise environment.
- Strong experience managing high-priority incident responses and driving RCAs in critical retail environments.
- Proficiency with Jira, Jira Service Management (JSM), or equivalent enterprise ITSM platforms.
- Solid understanding of POS architecture, payment device integrations, store network infrastructures, and peripheral hardware.
- Exceptional communication and leadership skills with proven success in an onshore/offshore delivery model.
