Hardware & Payments Support Specialist

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

The Hardware & Payments Support Specialist plays a critical role in supporting both FareHarbor’s hardware ecosystem and core payment operations. This hybrid position provides advanced troubleshooting, guidance, and client-focused support for a wide range of hardware, including EMV card readers, Boca ticket printers, receipt printers, QR/Barcode scanners, networking peripherals, and other on-site equipment, while also serving as a key contributor to the Payment Operations team. The ideal candidate is a proactive problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering an exceptional client experience.

What you’ll do here:

• Schedule/attend video calls with clients to assist with configuring and troubleshooting hardware, software and network connections
• Receive and solve inbound tickets in ZenDesk about hardware setups and payment inquiries
• Periodically travel to client sites to perform on-site diagnostics, installations, and repairs, often with limited advance notice
• Learn and maintain expert FareHarbor-compatible hardware knowledge (i.e.EMV credit card readers, cash drawers, Boca ticket printers, QR code scanners, and more)
• Update & improve hardware and payment related topics in the Help Center
• Organize technical trainings to improve employee knowledge about hardware
• Act as a liaison between external hardware vendors, internal teams, clients, and payment service providers
• Find new ways to optimize existing processes and create new procedures and serve as a representative for the team, going above and beyond to provide the best service internally and externally
• Solve a wide variety of payment-related escalations, both internally and externally
• Various other operational tasks related to Payment Operations at FareHarbor (including projects related to implementing new payment methods, monetization initiatives, currencies, fraud prevention)

Requirements:

• Experience supporting EMV devices, Boca ticket printers, and POS peripherals
• Background in SaaS or information technology
• Familiarity with networking fundamentals (LAN, Wi-Fi, IP addressing)
• Genuinely committed to delivering best in class B2B technical support
• Able to work closely and effectively with others
• Self-starter who can manage daily workload independently and prioritize and own various tasks 
• An excellent verbal and written communicator
• Demonstrates confidence and ability to provide mentorship to other team members through providing coaching, feedback, support, and answering technical/non-technical questions
• Experience with TeamViewer or similar remote access application

Benefits 

• Medical, dental + vision coverage
• 26 days of PTO + 12 paid holidays
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $23.68/hour-$35.52/hour, plus 10% bonus potential 

Please note you must be authorized to work in the United States for this position.

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.