Product Support Engineer

The role

This person will serve as a technical bridge between customers, the support team, and the engineering organization. The role focuses on diagnosing complex product issues, improving system reliability, and ensuring the support organization can resolve problems effectively.

What you will do

• Provide technical support and troubleshooting assistance to clients using POS solutions.
• Diagnose software, hardware, and network issues.
• Act as a liaison between clients and the development team.
• Develop and maintain support documentation, FAQs, and knowledge base articles.
• Assist in testing and validation of software updates.
• Monitor system performance and provide recommendations for optimizations and enhancements.
• Train clients and internal teams on new product features and best practices.
• Collaborate with cross-functional teams to improve product usability and customer experience.
• Stay current with emerging technologies and industry trends.

Required qualifications

• 3+ years of experience in technical support, product support, or software engineering.
• Strong understanding of POS systems, payment processing, and network configurations.
• Proficiency in troubleshooting software and hardware issues, including databases and APIs.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with ticketing systems and remote troubleshooting tools.

Nice to have

• experience within the POS or retail technology industry

About the company

vori