How You’ll Contribute
The Senior Museum Technology Support Engineer, focused on customer experience, operational uptime, and technical excellence, is a hands-on technical lead on a team responsible for configuring, securing, deploying, administering, and supporting hardware and software for the Museum's ticketing, retail point-of-sale (POS), food and beverage, and other related systems.
The Senior Engineer contributes to and implements processes for delivering world-class technical support, with an emphasis on the reliability of revenue-generating operations and exceptional guest service. The position requires deep hands-on technical experience to work collaboratively with internal colleagues, external consultants, and vendors to implement and support solutions that meet the Museum's business goals and are consistent with security policies and industry best practices, including PCI compliance.
This role will champion a culture of teamwork, operational discipline, and a customer-centric focus through technical mentorship and by setting a high standard for support. Key responsibilities include collaborating with staff and vendors, providing high-level technical support, mentoring junior team members, tracking support metrics, and contributing to a cycle of continuous improvement for a stable and reliable operating environment.
This position reports to the Senior Manager, Museum Technology Support, and requires working evening or weekend shifts to support Museum operations and special projects
Your Impact
Core Technologies and Services
The team’s portfolio includes the following types of devices, services, and technologies:
- Museum ticketing systems for customer purchase, admittance, and reporting
- Point-of-sale systems for the retail store, food service, and hospitality operations
- Computer equipment and software, POS terminals, self-service kiosks, barcode scanners, receipt printers, and payment card readers
- Routine and advanced technical support and problem resolution for ticketing and POS systems
- Investigation, resolution, or escalation of complex problems with critical systems, including access or network connectivity issues, system outages, and disruption of complex integrations with various other business systems
Responsibilities
Technical Support and Operations (75%)
- System Performance and Reliability: Proactively monitors and manages the operational integrity of all ticketing and POS systems, optimizing for maximum uptime and reliability during core business hours.
- Advanced Troubleshooting and Resolution: Provides expert-level, hands-on technical support and complex problem resolution for all ticketing, POS, and integrated business systems.
- Incident and Escalation Management: Serves as the primary escalation point for sophisticated technical incidents, encompassing network connectivity failures, enterprise system outages, and disruptions to critical business system integrations.
- Operational Readiness: Delivers dedicated, hands-on support to maintain operational continuity, particularly during high-impact critical periods, major organizational events, or as an essential backup resource.
- Compliance and Security: Ensures rigorous adherence to internal information security policies, specifically the PCI Data Security Standard (PCI-DSS), for all supported processes, hardware, and systems.
- Documentation and Knowledge Management: Develops, documents, and maintains comprehensive Standard Operating Procedures (SOPs) to standardize and optimize support and maintenance processes across all supported systems.
- Performance Metrics and Reporting: Enhances system performance and support effectiveness by meticulously logging, analyzing, and reporting on incident data, resolution metrics, and overall system health to drive continuous improvement.
Project Leadership and Mentorship (20%)
- Leads assigned technical projects, including system upgrades, hardware deployments, and new feature rollouts, in collaboration with Museum staff and other Technology teams.
- Guide and coach to junior staff, and provide mentorship to the team to maintain a focus on customer service, operational excellence, and innovation.
- Serves as the team's subject matter expert in technology projects and working groups.
- Collaborates across IT and with Museum operational teams in the evaluation and implementation of new functionality, systems, and services.
- Performs assigned ITIL roles related to incident management, change management, and problem management.
Other Duties as Assigned (5%)Qualifications
Minimum Education Required- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- Certifications and equivalent experience in related areas will be considered.
Minimum Years and Type of Experience- At least five years of experience performing hands-on work supporting enterprise-level ticketing, point of sale, hospitality, or similar systems.
- Experience in a museum, cultural institution, hospitality, or retail environment is strongly preferred.
Knowledge and Skills Required- Extensive experience supporting revenue-generating IT systems and related hardware, including: computer equipment (Mac, Windows, and Android), network connectivity, POS terminals, self-service kiosks, payment card readers, barcode scanners, and receipt printers, or similar systems.
- Experience with enterprise-level ticketing and POS software platforms or similar systems, including a strong understanding of API technologies for integrations with other critical business systems.
- Knowledgeable of best practices for deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
- Experience working within operational service levels for enterprise systems, utilizing service level objectives and KPIs.
- Strong understanding of PCI Data Security Standard (PCI-DSS) requirements.
- Solid oral and written communication skills, and ability to interact in a dynamic environment subject to changes in schedules and priorities, while maintaining a positive collaboration approach with teams across organizational lines.
- Excellent customer service, troubleshooting, and problem-solving skills are a must.
Desired Qualifications
- ITIL certification and/or experience with IT Service Management is a plus.
Supervision
- This position has no direct reports
Salary Information
The salary range for this position is $96,900.00 - $102,000.00.
In addition, the National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, medical, dental, and vision insurance; engaging and comprehensive wellness program; 401(k) retirement savings plan with matching contributions after 6 months of employment; flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave; 12 paid holidays and a paid winter break between December 25 and 31 (May not apply to all roles that are required to work during high volume seasons or essential workers. Please check with the hiring manager for confirmation.); paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits; learning and development opportunities; Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with a generous employer subsidy; employer-paid life insurance and disability benefit; and a variety of National Geographic discounts and perks.
Job Designation
On-Site Flex - Staff members who must be physically present at Base Camp to do the vast majority of their work supporting overall building and museum operations. On-Site Flex staff hours are determined in consultation with supervisors, and are responsive to the needs of the MOE and other building operations, often including nontraditional (M-F, 9 a.m. - 5 p.m.) work hours.
Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.
We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.
