Senior Retail POS 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 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.