Systems Solution Engineer with AI/Automations

Solutions Engineer II, IT Store Systems & Solutions is a mid-level engineer who independently owns standard initiatives across software distribution, patch management, scripting, and POS support. This role leads discovery and troubleshooting for defined store-system segments, contributes to solution design, and partners with offshore vendors on testing and deployment. Success in this role requires solid technical depth across Windows, scripting, SQL, and POS ecosystems, along with the collaboration skills to mentor L1 engineers and align cross-functional partners.

This is a small team of 4 that includes an architect, 2 engineers and a manager.

DUTIES AND RESPONSIBILITIES

• Independently manage software distribution and Windows patching cycles for assigned store-system segments, executing validation tests and managing rollback plans.
• Author and maintain PowerShell / Python scripts to automate data collection, system health checks, and recurring operational tasks.
• Monitor defined KPIs for system health, recommend preventative measures, and escalate systemic issues to L3 / Lead.
• Configure and deploy POS hardware and software components (terminals, scanners, printers, payment processors), troubleshooting integrations with central systems, middleware, and gateways.
• Investigate equipment failures, perform root-cause analysis on recurring issues, and recommend improvements.
• Build prototypes for pilots, contribute to gold-image creation, and execute staging and configuration processes for store rollouts.
• Partner with offshore vendors and QA teams to develop test plans, execute regression testing, and deploy fixes/enhancements to production.
• Translate moderately complex business requirements into technical specifications and validate solutions against business needs.
• Mentor L1 engineers on scripting, troubleshooting techniques, and documentation standards.

POSITION QUALIFICATIONS

• Comfortable managing multiple concurrent projects and prioritizing effectively.
• Strong written and verbal communication with both technical peers and non-technical business stakeholders.
• Operates confidently with ambiguity and incomplete information.
• Collaborative across cross-functional teams (business analysts, vendors, store operations).
• Coaches L1 engineers with patience and clarity.
• Maintains a proactive, "can-do" attitude under pressure.
• Independently delivers patch and release cycles with deployment success rates meeting or exceeding team SLAs.
• Reduces mean time to resolution (MTTR) on recurring store-system incidents within assigned scope.
• Authors automation scripts that measurably reduce manual operational hours each quarter.
• Successfully onboards or mentors at least one L1 engineer per year.
• Maintains current, accurate documentation for all owned systems and processes.
• ITIL v4 Foundation or higher certification.
• Experience with payment-system integration (PCI scope awareness, EMV, tokenization).
• Exposure to mobile POS, self-checkout, or self-ordering kiosk platforms.

Education and\or Experience

• B.S. in engineering, computer science, networking, or relevant field — or equivalent experience.
• 3–5 years of professional IT experience, ideally in retail, dining, hospitality, or similar distributed-systems environments.
• Solid working knowledge of Windows Server/Desktop OS, Microsoft patch management, and Event Viewer log analysis.
• Proficiency in PowerShell and/or Python for automation and data analysis.
• Working knowledge of Microsoft SQL Server — queries, joins, stored procedures.
• Hands-on experience with software-distribution and patch-management tooling (e.g., BigFix, Kaseya, SCCM, Intune, or equivalent).
• Practical understanding of ITIL Incident, Problem, Change, and Release Management.
• Solid grasp of POS interfaces with central systems, payment middleware, gateways, processors, and acquirers.
• Familiarity with Azure environments and basic cloud-service operations.
• Experience with test-automation tooling (Selenium, Appium) and at least one general-purpose programming language (Java or Python).
• Capable of producing and maintaining accurate technical and architecture documentation.
• Demonstrated independent ownership of patch and software-distribution cycles.
• Hands-on POS hardware/software deployment and troubleshooting experience.
• Track record of automating recurring operational tasks via scripting.