Retail Technical Operations (RTO) Engineer

About the role

Toshiba Global Commerce Solutions is seeking a Retail Technical Operations (RTO) Engineer is responsible for the deployment, integration, technical enablement, validation, and operational support of Toshiba retail solutions. RTO serves as the technical bridge between Product Engineering, customer environments, deployment teams, project teams, and support organizations to ensure successful solution delivery and long-term customer success.

The RTO Engineer combines platform expertise, deployment experience, troubleshooting skills, customer engagement, and operational discipline to support both new implementations and existing production environments. The role focuses on delivering consistent, scalable, and high-quality customer outcomes through engineering excellence, collaboration, and continuous knowledge sharing.

Responsibilities

Deployment Readiness

• Assess customer environments for implementation readiness.
• Review infrastructure, architecture, networking, hardware, software, and dependencies.
• Conduct network readiness assessments and architecture validation.
• Support certificate, security, and environment planning.
• Validate hardware and software configurations and releases.
• Identify technical risks, gaps, and readiness issues before testing, pilot, or production deployment.
• Participate in deployment planning and technical reviews.

Solution Deployment

• Provide technical guidance and engineering support during implementations.
• Deploy and configure retail platforms and infrastructure components, including:
• Controllers
• Distributed Data and backup controllers
• Terminal and Terminal Primary environments
• ELERA platform solutions
• TCxSky environments
• SDK, JavaPOS, and Device Broker components
• Configure and validate system environments.
• Integrate retail peripherals and payment devices.
• Support pilot deployments, production rollouts, and go-live activities.
• Troubleshoot deployment-related issues and ensure successful implementation.

Technical Troubleshooting and Support

• Diagnose and resolve complex technical issues across supported platforms.
• Perform root cause analysis and performance investigations.
• Troubleshoot infrastructure, network, deployment, and platform issues.
• Analyze logs, technical evidence, and system behavior.
• Reproduce issues and validate corrective actions.
• Collaborate with Product Engineering on escalations and defect investigations.
• Clearly document findings, conclusions, assumptions, and unresolved items.

Customer and Stakeholder Engagement

• Work directly with customers, project managers, deployment teams, support organizations, and Product Engineering.
• Lead or participate in:
• Technical discovery sessions
• Readiness and architecture workshops
• Deployment planning activities
• User Acceptance Testing (UAT)
• Pilot deployments
• Go-live support
• Production rollouts
• Troubleshooting sessions
• Technical handoffs
• Post-deployment reviews and After Action Reports
• Communicate technical risks, decisions, blockers, and validation results.
• Maintain strong customer focus and professional communication throughout engagements.

Knowledge Management and Continuous Improvement

• Capture lessons learned from deployments, troubleshooting activities, and customer engagements.
• Create and maintain deployment guides, troubleshooting playbooks, runbooks, standards, and technical documentation.
• Contribute validated knowledge to the RTO Engineering Deployment Library.
• Promote continuous improvement of deployment standards, operational processes, and troubleshooting practices.
• Review and validate AI-assisted outputs before operational use.
• Ensure documentation accuracy, governance compliance, and knowledge reuse across the organization.

Cross-Functional Collaboration

• Partner with Product Engineering, Customer Support, Project Management, deployment teams, and customer IT organizations.
• Provide technical readiness assessments, deployment guidance, validation support, and escalation assistance.
• Help coordinate technical activities across multiple stakeholders to achieve successful customer outcomes.

Required Qualifications

• Experience supporting enterprise software, infrastructure, or retail technology deployments.
• Knowledge of deployment methodologies, implementation processes, and production support practices.
• Strong troubleshooting and root cause analysis skills.
• Experience analyzing logs, system data, and technical evidence to resolve issues.
• Understanding of networking, system administration, infrastructure, and application integration concepts.
• Ability to validate technical environments and identify deployment risks.
• Experience working directly with customers and cross-functional technical teams.
• Strong written and verbal communication skills.
• Ability to document technical findings, procedures, and operational knowledge clearly.
• Ability to distinguish confirmed facts from assumptions and make evidence-based recommendations.
• Experience supporting production environments and operational recovery activities.
• Demonstrated ability to work across organizational boundaries and coordinate multiple stakeholders.
• Commitment to following established standards, validation processes, and change management practices.

Preferred Qualifications

• Understanding of containerized services, messaging, certificates, security configuration, and payment integrations.
• Experience with large-scale pilot deployments, go-live support, and production rollouts.
• Experience creating technical documentation, playbooks, runbooks, or engineering standards.
• Experience leveraging AI-assisted engineering tools while maintaining technical validation and governance requirements.
• Familiarity with knowledge management practices, engineering onboarding, and continuous improvement initiatives.

Additional information

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.

Pay and benefits

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days