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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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