Senior Museum Technology Support Engineer

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

• 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.

• ITIL certification and/or experience with IT Service Management is a plus.

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Certifications and equivalent experience in related areas will be considered.

• 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.

• 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.

• This position has no direct reports

The National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar-sized nonprofit organizations.

The salary range for this position accounts for a wide range of factors including but not limited to organizational need; specific skill sets; experience and training; certifications; and more. At the National Geographic Society, individuals are typically hired at or near the starting point of the salary range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

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.

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.