Network Support Engineer

About the Role:

We're looking for a Network Support Engineer to join our IT infrastructure team. In this role, you will support the network infrastructure behind our POS deployments, ensuring reliable, secure connectivity for POS terminals, kitchen display systems, payment terminals, and related in-store/restaurant hardware across our client locations. You'll troubleshoot connectivity issues remotely, work with on-site teams and vendors during rollouts, and help maintain the network backbone that keeps client POS systems online and transacting. 

This is a remote position, ideal for someone who is self-motivated, detail-oriented, and comfortable diagnosing network issues at distributed retail/restaurant sites without being physically on-site. 

What will be your responsibilities?

• Provide remote network support for POS deployments, including terminals, card readers, kitchen display systems (KDS), printers, and back-office hardware at client sites.

• Configure, deploy, and troubleshoot routers, switches, firewalls, and wireless access points used in retail/restaurant network environments, with a primary focus on UniFi (Ubiquiti) network devices — including UniFi Dream Machines/gateways, switches, and access points.

• Manage and maintain client sites through the UniFi Network application/controller (cloud and self-hosted), including adoption of new devices, firmware updates, VLAN and network configuration, and Wi-Fi optimization.

• Diagnose and resolve connectivity issues affecting POS transactions, payment processing, and site-to-cloud communication, minimizing downtime for client locations.

• Support new site rollouts by coordinating network setup, testing connectivity, and validating configurations before go-live.

• Support the on-ground deployment team throughout each installation, staying engaged end-to-end to ensure the deployment is completed thoroughly and correctly.

• Ensure Wi-Fi and LAN connectivity at each site is fully optimized — proper AP placement/coverage, signal strength, and wired network performance — before and after go-live.

• Monitor network uptime and performance across client sites using network monitoring tools, proactively responding to outages and alerts.

• Ensure network configurations meet payment security requirements (PCI DSS) for card transaction environments.

• Manage VPN and secure remote access for site-to-site and site-to-cloud connectivity.

• Liaise with ISPs, hardware vendors, and on-site staff/technicians to resolve escalated network issues.

• Handle customer/client communications directly during network incidents — providing clear updates, setting expectations, and ensuring a professional support experience from first contact to resolution.

• Document network topologies, site configurations, and standard troubleshooting procedures for each client deployment.

• Assist with onboarding new client locations, including network readiness assessments and hardware compatibility checks.

• Participate in an on-call rotation to support after-hours network incidents affecting live POS systems, as needed.

• Stay current with networking best practices, POS/payment industry standards, and emerging security threats.

What are we looking for and what does it require to be the right fit for this role?

• Bachelor’s degree in electrical engineering, Computer Science, or Information Technology. 

• 1-3 years of hands-on experience in network administration or network support, ideally in retail, restaurant, or POS/payments environments. 

• Solid understanding of TCP/IP, DNS, DHCP, VLANs, routing protocols, and VPN technologies. 

• Hands-on experience configuring and troubleshooting UniFi (Ubiquiti) network devices — switches, access points, and gateways/Dream Machines — via the UniFi Network application/controller, particularly in multi-site retail deployments. 

• Experience configuring and troubleshooting equipment from other vendors such as Cisco, Fortinet, Meraki, or similar is a plus. 

• Familiarity with firewall management and network security fundamentals, including PCI DSS considerations for payment networks. 

• Experience with network monitoring and remote diagnostic tools. 

• Strong analytical and problem-solving skills, with the ability to troubleshoot network issues remotely without hands-on access to hardware. 

• Fluent English (spoken and written), with excellent communication skills, comfortable coordinating with on-site staff, vendors, and clients who may not be technical. 

• Strong customer handling skills — able to manage client interactions professionally, patiently walk non-technical users through troubleshooting steps, and maintain composure during high-pressure, live-incident situations. 

• Comfortable working remotely, managing time effectively, and supporting sites across multiple locations/time zones. 

• Willingness to visit the Islamabad office as required for handovers, training sessions, testing and in-person meetings. 

Preferred Qualifications

• Relevant certifications such as CCNA, CompTIA Network+, Ubiquiti UniFi certifications (e.g., UBWA), or equivalent. 

• Prior experience managing UniFi deployments across multiple sites, including remote adoption, site-to-site VPN, and centralized management via UniFi Site Manager (cloud). 

• Prior experience supporting POS systems, payment terminals, or retail/restaurant technology deployments. 

• Familiarity with PCI DSS compliance requirements for network environments handling card data. 

• Experience with SD-WAN solutions used across multi-site deployments. 

• Scripting or automation experience (Python, Bash, Ansible) for network tasks. 

• Prior experience in a remote-first or distributed team environment. 

Why Join AIO?

Our mission is to revolutionize the US restaurant industry by providing a comprehensive and fully integrated solution that empowers restaurant owners to efficiently manage all aspects of their business. Our platform combines our patented AI technology with unparalleled customer support to help owners increase revenue, reduce costs, and improve their overall profit margins.

We believe that restaurants should be able to focus on delivering exceptional dining experiences to their customers, without the added stress of managing complex and disparate systems. That's why we offer an All-In-One super app platform for all their needs, from front-of-the-house operations like ordering, payment, marketing and rewards, to back-of-the-house management like inventory, staff, and financials.

We are laser focused on becoming a significant player in the $55 billion restaurant tech SaaS market. You will be a part of a world class, up-and-coming Silicon Valley funded startup.