Technical Engineer

Title: Technical Engineer

Location: Remote USA

Duration: 6+ months

PURPOSE:
We are seeking a motivated Technical Engineer to join our Global Payments Team, supporting the integration and operation of payment systems across our hotels. This role requires a blend of hotel IT expertise, technical troubleshooting skills, and payment system knowledge, with a strong focus on collaboration and continuous learning.



POSITION RESPONSIBILITIES:
Provide day-to-day support via ServiceNow Helpdesk, managing incidents, service requests, and escalations.
Troubleshoot and resolve issues related to payment gateways, terminals, and middleware in coordination with vendors and internal teams.
Support and maintain Oracle Opera Cloud PMS integrations, ensuring stability and reliability of hotel payment processes.
Use PowerShell scripting and other automation tools to streamline tasks, improve monitoring, and generate reports.
Assist in managing payment device connectivity, including POS systems, network configurations, and troubleshooting.
Contribute to technical documentation including knowledge base articles, SOPs, and integration guides.
Collaborate with cross-functional teams through Jira and other platforms to track progress and resolve issues.
Stay up to date on PCI DSS and security compliance requirements, ensuring all work aligns with industry standards.
Participate in system integration projects, learning and documenting how PMS, POS, and payment gateways connect.
Monitor systems proactively using tools such as Datadog or Splunk (where applicable), helping prevent incidents before they occur.



EXPERIENCE AND QUALIFICATIONS:
ServiceNow Helpdesk experience in incident and request management.
Hotel IT background with exposure to property-level systems and operations.
Hands-on Oracle Opera Cloud PMS user experience.
Payment gateway knowledge, including transaction flows, tokenization, and reconciliation.
PowerShell scripting knowledge for automation and reporting.
Positive attitude and ability to collaborate effectively.
Motivation to learn and grow within the payments technology space.
Curiosity about system integration and how platforms connect.
Basic networking knowledge (IPs, ports, firewalls, VPNs).
Awareness of PCI DSS and the importance of securing cardholder data.



PREFERRED SKILLS:
Strong troubleshooting skills in complex technical environments.
Familiarity with cloud platforms and APIs (REST-based integrations).
Experience with monitoring and logging tools (e.g., Datadog, Splunk).



WHO YOU ARE:
A hands-on problem solver with strong attention to detail.
Eager to learn new technologies and payment innovations.
Team-oriented, with a positive mindset and service-driven approach.
Excited about contributing to cutting-edge hospitality payment solutions.

Position Responsibilities:

Provide day-to-day support via ServiceNow Helpdesk, managing incidents, service requests, and escalations.
Troubleshoot and resolve issues related to payment gateways, terminals, and middleware in coordination with vendors and internal teams.
Support and maintain Oracle Opera Cloud PMS integrations, ensuring stability and reliability of hotel payment processes.
Use PowerShell scripting and other automation tools to streamline tasks, improve monitoring, and generate reports.
Assist in managing payment device connectivity, including POS systems, network configurations, and troubleshooting.
Contribute to technical documentation including knowledge base articles, SOPs, and integration guides.
Collaborate with cross-functional teams through Jira and other platforms to track progress and resolve issues.
Stay up to date on PCI DSS and security compliance requirements, ensuring all work aligns with industry standards.
Participate in system integration projects, learning and documenting how PMS, POS, and payment gateways connect.
Monitor systems proactively using tools such as Datadog or Splunk (where applicable), helping prevent incidents before they occur.