Store Systems Engineer

Brand:

Bagel Brands is the parent company for your favorite breakfast brands, Einstein Bros. Bagels, Bruegger's Bagels, Noah's NY Bagels, and Manhattan Bagel. We believe in the bagel and how it has the unique ability to bring people together. Our team has a standard set of values and behaviors that allow us to spread a little more joy and happiness in the world.  They let us laugh, smile, and enjoy each other’s company a little more. These are the behaviors that guide how we work, how we treat each other, and how we treat our guests. We believe that there is no better way to make someone’s day than with a warm, fresh-baked bagel and a heart-felt good morning.

We are currently searching for a Store Systems Engineer to join our team. This position manages the Aloha suite of products and related programs for our growing brands!

We offer full benefits (Medical, dental, vision, HSA/FSA, disability, life insurance), bonus eligibility, 401k+ company match, self-managed PTO, tuition reimbursement, adoption assistance, EAP, and more! This position is a hybrid remote position, primarily working from your home office, but expected to occasionally work in our Denver office for LAD testing and maintenance and to attend meetings. We are targeting $80,000-$90,000 base salary with annual 10% bonus potential.

POSITION MISSION

The Store Systems Engineer is responsible for effective POS hardware/software management and support, including programming and troubleshooting Aloha POS and NCR Back Office software, and remote support of all restaurant technology and connected integrations to third party applications.  This includes management of NCR hosted applications such as their business services platform as well as external loyalty, catering and third-party delivery applications that are integrated into our point-of-sale system. This person must possess excellent technical and communication skills, must have deep knowledge in restaurant technology and payment platforms. Analytical thinking is a critical requirement as this position will involve problem resolution and process development for digital technology as it relates to Bagel Brands. In addition, this candidate must be able to define, maintain, and implement basic network connectivity, deploy/maintain POS server, kitchen displays and terminals, translate user requirements into functional technical specifications, and must have previous experience within the hospitality industry.

ESSENTIAL FUNCTIONS AND RESPONSIBLITIES

• Perform remote support activity to solve POS functionality issues and ensure proper operation.

• Receive escalations from tier 1 & 2 support groups through ITSM for critical outages and higher-level support needs.

• Conduct deep dive research and root cause analysis of high impact or long term issues that do not have existing fixes.

• Ensures that POS security procedures are implemented and enforced.

• Support NCR connected payments platform including configuring and supporting point-to-point payment architecture and ensuring adherence to PCI guidelines.

• Assist with the installation and maintenance of POS servers, terminals, and printers.

• Program POS item and price changes including database updating and maintenance.

• Provide and reconcile reporting from POS and above store data sources for sales and labor data discrepancies and auditing purposes.

• Program, configure and support ancillary NCR products such as NBO, BSL, ATO, CFC, CMC, AK, and RAL, as well as third party applications such as Paytronix for loyalty, catering and third-party digital applications, e.g. DoorDash or Uber Eats

• Provide on-call early morning/evening/weekend after-hours technical support to restaurant locations.

• Create knowledge base articles and documentation for all issues not already documented to reduce troubleshooting and research time of future calls, as well as manage change requests for fixes and implementation.

• Train other members of store systems and service desk teams on restaurant technology changes and new data initiatives.

• Install, configure, and maintain hardware and software in the test lab environment to ensure efficient and reliable testing infrastructure.

• Maintain, update and test BOH, FOH and KDS Windows 10 images to support organizational needs.

• Conduct quality assurance (QA) and user acceptance testing (UAT) to ensure that NCR software products meet specified requirements and are free of defects or issues.

PERSONALITY & LEADERSHIP

Cultural Fit:

Personal fit with the Compa