Invenco by GVR Technical Support team is seeking a highly motivated, technically proficient, and experienced Sr.
Customer Support Analyst (L3) to join and work with the Invenco Technical Support Team and Helpdesk.
A retail help desk Level 3 (Tier 3) position involves advanced troubleshooting, escalated issue resolution, and potentially, working with vendors and junior team members (L2) to resolve complex technology issues
**WHAT YOU WILL DO**:
- Advanced Troubleshooting: Diagnosing and resolving complex, escalated technical issues related to retail systems, point-of-sale (POS) systems, hardware, and software.
- Issue Escalation & Management: Receiving and processing escalated tickets from Level 1 and 2 support teams, determining root causes, and taking ownership of issues until resolution.
- Vendor Management: Working with third-party vendors and manufacturers to resolve complex technical problems, often requiring detailed knowledge of their products and services.
- Knowledge Base & Documentation: Creating and maintaining detailed documentation and knowledge base articles for technical issues, solutions, and best practices.
- Training and Mentoring: Mentoring Level 2 support staff on advanced troubleshooting techniques and knowledge base usage.
- Performance Optimization: Identifying and resolving performance issues within retail systems, such as slow POS transactions or system crashes.
- Communication: Clearly communicating technical issues and resolutions to both internal staff and external vendors, ensuring timely updates and escalations.
ABOUT YOUR EXPERIENCE
- Technical Expertise: Strong understanding of retail technology, including POS systems, EPS, site systems architecture, hardware, and networks.
- Problem-Solving: Excellent ability to identify and resolve complex technical problems efficiently.
- Communication:



Exceptional communication and interpersonal skills, both written and verbal.
- Customer Focus: A commitment to providing excellent customer service and resolving issues quickly and effectively.
- Software Proficiency: Familiarity with industry-standard retail software and operating systems (e.g., Windows, POS systems, OPT, EPS, etc.).
- Experience: Several years of experience in retail help desk or technical support roles.
- Certifications (preferred): Industry-recognized certifications can be an asset.
**WHO IS INVENCO by GVR**
Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions.
Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise.
With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence.
Our team members are located in over 20 countries and we are proud of the integral diversity of our teams.
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**WHO IS VONTIER**
**At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
**
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change.
We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.
Join our community of passionate people who work together to navigate challenges and seize opportunities.
At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.
**Together, let's enable the way the world moves!

📌 Senior Customer Support Analyst (Monterrey)
🏢 Invenco by GVR
📍 Monterrey