Senior Customer Support Analyst

Vontier Corporation; Monterrey; On-site; MXN 400,000 - 650,000; Full time

Job summary

Invenco by GVR is seeking a Sr. Customer Support Analyst (L3) to join the Technical Support Team in Monterrey. This role focuses on advanced troubleshooting of retail POS systems, hardware and software, escalations, and coordinating with vendors to resolve complex issues.

You will also mentor Level 2 staff, contribute to knowledge base articles, and help optimize performance of retail technologies. A strong customer-service mindset and experience in retail support are required.

Qualifications

• Strong understanding of retail technology, including POS systems, EPS, site systems architecture, hardware and networks.
• Excellent problem-solving abilities for complex technical problems in retail environments.
• Clear written and verbal communication with internal teams and external vendors.
• Commitment to customer service and rapid issue resolution.
• Familiarity with industry-standard retail software and operating systems (Windows, POS, EPS).
• Several years in retail help desk or technical support roles.
• Industry certifications are a plus.

Responsibilities

• Advanced Troubleshooting: diagnose and resolve complex escalated issues related to retail systems, POS hardware/software.
• Issue Escalation & Management: handle escalated tickets and own resolution.
• Vendor Management: collaborate with third-party vendors and manufacturers.
• Knowledge Base & Documentation: create and maintain documentation for technical solutions.
• Training and Mentoring: mentor Level 2 staff on advanced troubleshooting and KB usage.
• Performance Optimization: address slow transactions or system crashes in retail environments.
• Communication: clearly communicate issues and resolutions to staff and vendors.

Skills

Technical Expertise

Problem-Solving

Communication

Customer Focus

Software Proficiency

Experience

Certifications

Job description

Invenco by GVR Technical Support team is seeking a highly motivated, technically proficient, and experienced Sr. Customer Support Analyst (L3) to join and work with the Invenco Technical Support Team and Helpdesk.

A retail help desk Level 3 (Tier 3) position involves advanced troubleshooting, escalated issue resolution, and potentially, working with vendors and junior team members (L2) to resolve complex technology issues

Key Responsabilities.

• Advanced Troubleshooting: Diagnosing and resolving complex, escalated technical issues related to retail systems, point-of-sale (POS) systems, hardware, and software.

• Issue Escalation & Management : Receiving and processing escalated tickets from Level 1 and 2 support teams, determining root causes, and taking ownership of issues until resolution.

• Vendor Management: Working with third-party vendors and manufacturers to resolve complex technical problems, often requiring detailed knowledge of their products and services.

• Knowledge Base & Documentatio n: Creating and maintaining detailed documentation and knowledge base articles for technical issues, solutions, and best practices.

• Training and Mentoring : Mentoring Level 2 support staff on advanced troubleshooting techniques and knowledge base usage.

• Performance Optimization : Identifying and resolving performance issues within retail systems, such as slow POS transactions or system crashes.

• Communication : Clearly communicating technical issues and resolutions to both internal staff and external vendors, ensuring timely updates and escalations. Example Job Duties:

• Troubleshooting slow POS transactions and identifying root causes.

• Troubleshooting Outdoor payment terminals that are not working and identifying root causes, installing replacements and processing replacement device requests and technician dispatches.

• Working with vendors to resolve hardware or software issues with POS systems.

• Creating and maintaining documentation for common retail technology problems and solutions.

• Responding to escalated tickets from Level 1 and 2 support staff.

• Training new hires on advanced troubleshooting techniques and retail systems.

• Analyzing and identifying trends in user support requests.

• Suggesting and implementing solutions to prevent future issues.

WHO YOU ARE (Qualifications)

• Technical Expertise : Strong understanding of retail technology, including POS systems, EPS, site systems architecture, hardware, and networks.

• Problem-Solving : Excellent ability to identify and resolve complex technical problems efficiently.

• Communication : Exceptional communication and interpersonal skills, both written and verbal.

• Customer Focus : A commitment to providing excellent customer service and resolving issues quickly and effectively.

• Software Proficiency : Familiarity with industry-standard retail software and operating systems (e.g., Windows, POS systems, OPT, EPS, etc.).

• Experience : Several years of experience in retail help desk or technical support roles.

• Certifications (Preferred) : Industry-recognized certifications can be an asset.

WHO IS INVENCO by GVR

Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams.

WHO IS VONTIER

Vontier(NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity,automationand multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation.

The subsidiary or affiliate is referred to as a Vontier Company.

Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-833-399-0822 or e-mail [e-mail] to request accommodation.