Retail Pro International (RPI) is a global leader in retail management software, empowering retailers in over 80 countries with flexible, scalable, and powerful solutions. Our mission is to enable retailers to thrive in a rapidly evolving landscape by delivering innovative technology, deep industry expertise, and a commitment to long-term partnerships. RPI was acquired by Nayax in 2023 and has been merged into the company’s product portfolio.
The Technical Support Engineer is a key member of the Global Customer Support team, responsible for providing advanced technical and developer-level support for deployment and production issues across the Point of Sale (POS) application suite. This role supports enterprise and major retail customers operating in complex, high-availability environments and plays a critical role in ensuring timely incident resolution, high customer satisfaction, and continuous product and process improvement.
This position requires strong hands-on technical expertise, excellent problem-solving and communication skills, and close collaboration with Product, R&D, QA, and Customer Success teams.
Key Responsibilities
- Drive timely resolution of incidents, service requests, and complex technical issues through structured troubleshooting and root-cause analysis
- Provide phone, email, and remote support for implementation and production issues impacting daily retail operations
- Reproduce, diagnose, and resolve software, infrastructure, configuration, and data-related issues across POS environments
- Identify, document, and log product defects with Development and QA teams, including clear reproduction steps and impact analysis
- Collaborate closely with Product, R&D, QA, and Customer Success teams to accelerate issue resolution and contribute to product improvements
- Create, manage, and maintain technical lab environments to replicate customer issues and validate fixes
- Monitor and contribute to support KPIs including SLA compliance, CSAT, backlog health, and response times
- Own and actively contribute to knowledge management efforts, including internal documentation, troubleshooting guides, and training materials
- Maintain accurate, timely case updates in the support tracking system and proactively communicate status to customers and internal stakeholders
- Participate in release readiness activities, post-release monitoring, and customer communications as required
- Maintain a strong customer-centric mindset while managing high-pressure incidents, escalations, and time-critical situations
- Proactively research new technologies, tools, and platform changes to remain effective and current
- 5+ years of experience supporting enterprise or B2B software applications
- Proven experience as a Technical Support Engineer, Senior Technical Support Engineer, or Technical Support Lead
- Hands-on experience managing Oracle and MySQL database environments, including troubleshooting corruption, performing manual recovery, and supporting disaster recovery scenarios
- Ability to write and execute basic SQL queries, update statements, and scripts for Oracle and MySQL databases
- Experience supporting Microsoft Server-class operating systems
- Basic networking and virtualization experience (e.g., VMware, Hyper-V, VirtualBox)
- Experience supporting and troubleshooting Apache-based application environments, including log analysis and issue diagnosis
- Strong analytical, troubleshooting, and root-cause analysis skills
Professional Skills
- Excellent written and verbal communication skills in English
- Strong interpersonal skills with the ability to collaborate across technical and non-technical teams
- Ability to work independently, exercise sound judgment, and manage multiple priorities effectively
- Strong organizational and time-management skills
- Experience with retail applications, particularly Retail Pro, is a plus
Operational Requirements
- Ability to support global customers across multiple time zones
- Willingness to participate in rotating overnight shifts
- Availability for emergency on-call assignments as required
What Makes This Role Exciting:
- Be part of a global leader in retail POS and omnichannel solutions
- Work with international enterprise customers operating complex, mission-critical environments
- Opportunity to lead, influence, and scale a critical global support function
- Strong collaboration with Product, Engineering, and QA teams
- Dynamic, professional, and people-focused work environment
- Direct impact on customer satisfaction, product quality, and business success
- Compensation and Benefits: Starting from $60,000 annually, depending on experience and qualifications.
Top Skills
What We Do
Welcome to Nayax, a global fintech company (NASDAQ; TASE: NYAX) dedicated to providing businesses with a comprehensive payment platform and management system for their operation. Since 2005, we've been at the forefront of the cashless payment revolution, offering innovative IoT services and management solutions for unattended retail.
Driven by our customer-first mindset and a commitment to in-house development, Nayax has evolved into a leading omnichannel retail solution provider. With over 1100 talented employees located in 11 offices around the world, we proudly serve customers in more than 120 countries. We've established partnerships with several global financial institutions in order for our platform to be able to accept over 50 currencies and over 80 major forms of payment. Moreover, Nayax holds a license as a payment institution in Europe.
As consumers increasingly embrace digital payment methods, Nayax continuously develops value-added services for our customers. From consumer engagement solutions and customized payment methods to an extensive API suite and a feature-rich mobile wallet app, our fully customizable management system provides an agile ecosystem that empowers merchants to improve their bottom line.
Our commitment to innovation and to our customers sets us apart. Rooted in our core values, Nayax's dedicated teams consistently deliver innovative products that meet the evolving needs of retailers and consumers alike. Our mission is to empower retailers by providing them with growth tools and systems that reduce operational costs.
At Nayax, we believe in creating a lasting impact on our customers' businesses, converting casual consumers into dedicated followers. By offering consumer engagement tools, loyalty programs, and omnichannel solutions, we help retailers increase their bottom line and accelerate their growth.
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