The Payment Technical Support Engineer role is responsible for providing Tier 3 engineering support for our Linux based Payment Systems, specializing in in-restaurant payment escalations for pin pads and payment-related functionality. This role will properly execute the investigation and root cause analysis of application software, configuration, and hardware failures. You will also assist with issue escalation to internal and external subject matter experts as appropriate. This role will be instrumental in ensuring seamless and efficient operations of payment systems across markets in company and franchise restaurant locations. 

This position will have a hybrid work schedule, the selected candidate can work remotely, but would be required to come into our office in Dublin, OH as needed for testing purposes on a monthly basis. #LI-Hybrid

Responsibilities

• Tier 3 Engineering Support: Respond to escalated in-restaurant payment issues related to pin pads and payment functionality. Collaborate with cross-functional teams, including IT, Operations, and Infrastructure, to diagnose and resolve complex technical problems swiftly and effectively. 
• Perform Root Cause Analysis (RCA): Conduct thorough investigations to identify the root causes of recurring payment escalations and system issues. Analyze data, logs, and system performance metrics to pinpoint underlying problem 
• Develop Technical Documentation: Create detailed technical documentation, including troubleshooting guides and knowledge base articles, to support Tier 1 and Tier 2 support teams in resolving common payment-related queries and issues. 
• Collaborate with Engineering and Development Teams: Work closely with the Lead Engineer - Payments and development teams to communicate and escalate critical issues that require engineering intervention. Provide valuable insights and feedback to drive continuous improvements in payment system performance. 
• Support Payment System Testing and Validation: Assist in testing and validating payment system enhancements, updates, and new features. Participate in the validation process, ensuring that payment systems function accurately and securely. Contribute to the execution of IT projects by supporting the implementation of systems and features to ensure high availability.
• On-Call Rotation: participate in 24x7 on-call rotation and escalation workflow as needed, such as occasional evenings and weekends 

• Education: Associates degree in Computer Science or related field OR high school diploma and 6+ years of relevant experience 
• Knowledge of Information Technology system concepts, Linux operating systems, training procedures and processes, departmental functions, and strong computer applications experience 
• 3+ years of experience in Tier 3/4 technical support or application engineering, preferably in a restaurant or retail environment 
• Ability to identify technical and security issues and collaborate internally and externally to develop and deploy remediation options 
• A general knowledge of best practices as it relates to the support, configuration, and deployment of Aloha NCR related software preferred 
• Understanding of payment systems, related network protocols, and payment processing technologies is highly desirable 
• Strong communication and analytical skills  
• Strong technical aptitude and desire to develop more in-depth technical knowledge and understanding 

Wendy’s was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 7,000 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate’s job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position.* The target annual bonus for this role is 7.5% of annualized base salary, based on actual company and personal performance. Director and above roles are also eligible to participate in the Company’s long-term incentive award program.

Our square burgers make us different and so do our benefits! Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings.  For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, www.wendysbenefits.com.*

*NOTE: Wendy’s benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms. Those documents supersede all other information regarding Wendy’s benefits, bonus, and other incentives. Wendy’s retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws.

Education: High School Diploma/GED

Travel: 5%

Pay Range: $64,000 - $109,000 Annually