Product Operations Engineer II

Overview

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

Overview

Shift4 is expanding globally and we are looking for dynamic & passionate Point of Sale (POS) Professionals to join a specialized group within our software product development team that is responsible for tracking, evaluating, and improving the performance of our products as they are used by our customers. If you’re a POS expert and want to be a part of a team that are the go-to experts in all of our restaurant products, this could be the opportunity for you! As a Product Operations Engineer in our organization, you will have a strong understanding of how the products in their portfolios are used within different kinds of business operations as well as an understanding of how our product works in tandem for our customers.

This role is based onsite and is hybrid (4 days a week in office / 1 day remote) available at any of our amazing Shift4 locations: Center Valley, PA (Preferred location based at our headquarters) / Tampa, FL / Las Vegas, NV / Morrisville, NC

Relocation assistance may be available.

Responsibilities

The Product Operations associate will join the team within the software development organization which is responsible for helping other parts of our organization deliver and support the products. In this role, team members are both internal product evangelists as well as well versed in how the product can and should be used together. The areas of impact will include:

• Partner Enablement – assist Business Development organization (and other internal organizations) to ensure partners successfully sell and service products
• User Enablement – assist sales channels to ensure merchants successfully adopt and perform with products
• Escalations – ensure that customer issues are recognized and prepared for resolution for the development scrum teams.
• Application Operations – evaluate usage profile and patterns across user base; develop programs and practices to improve outcomes
• Development Operations (DevOps) – evaluate and optimize technical infrastructure to optimize performance characteristics including Application availability, scalability, performance, responsiveness, etc.

In addition to these areas, this role will (when needed) participate in new product development activities across application design, implementation and testing. This includes:

• Being knowledgeable in all products within their portfolio. Expertise includes both guidance on how to configure and use product to achieve specific operational objectives for our customers as well as technical configuration with and across the products.
• Being able to quickly assess, diagnose, and fix customer implementations that are experiencing abnormal or undesirable results using a variety of techniques including direct engagement.
• Proactive assessment and analysis of existing systems to maximize quality and customer satisfaction, minimize maintenance costs and other operational issues. Analyze outputs from various systems (reports, logs, operational dashboards) to identify successful and not-successful customers and operations. Compare different user communities to develop best practice recommendations for customers and opportunities for application development improvements.
• Working alongside Software Engineers, Designers, and other Stakeholders on the team to elevate technology and consistently apply best practices as they relate to the project and general software engineering concepts.
• Collaborating cross-functionally with Developers, QA, and other team members to achieve elegant solutions which satisfy business needs, goals, and objectives.
• Providing recommendations for continuous improvement of development processes, technical solutions, and the products themselves.
• Collaborating with Business Development and Sales organizations to understand applicability of our products to partnership and sales opportunities.
• Working with Support team and software engineers to diagnose and assess critical customer defects – ones that are high priority, and beyond the expertise of the support organization and/or require access to development tools to diagnose.

Requirements

• 3+ years of experience in performing Point of Sale ( POS ) installations and supporting and collaborating with customers and stakeholders at various customer sites.
• 2+ years of Food & Beverage ( F&B ) / Restaurant POS experience and/or restaurant operational experience.
• Experience working in an agile software development lifecycle (SDLC) by designing and iterating on software through analysis of functionality as defined by customers and stakeholders.
• 20% travel domestically with some overnight travel necessary. (Travel and lodging expenses will be covered by Shift4 within company policy and guidelines).
• Possess a H.S. Diploma and a Bachelor’s Degree in Computer Science, IT, Business or related technical degree or experience in Food and Beverage industry in lieu of a degree.
• A strong plus: Experience with testing development work-products to evaluate how well meet functional requirements, non-functional requirements and customers’ expectations.
• Great interpersonal, verbal and written skills including documentation of complex technical solutions (e.g., flow charts, UML diagrams, code comments).
• Driven and wants to be part of a highly productive team that delivers products on a continual basis.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.