Our Product Specialist team sits at the intersection of hardware, software, and the merchants who rely on our products every day. We work closely with Product, Engineering, and customer-facing teams to make sure our technology actually works in the real world — not just in theory. As we scale new products and expand our hardware portfolio, this role exists to keep quality high, issues resolved fast, and our internal teams equipped with the knowledge they need. If you enjoy getting to the root of a problem and making things run more smoothly, this is a team you'll feel at home in.
What you'll doTroubleshoot and resolve hardware and software bug reports raised by merchant-facing teams, keeping impact on merchants to a minimum
Spot recurring issues, document them clearly with reproduction steps and supporting evidence, and escalate to the right team
Provide frontline technical support and onboarding for early-stage products, helping merchants get up and running quickly
Deliver training sessions to customer support teams to increase their confidence and autonomy when helping merchants
Maintain clear documentation of investigations, resolutions, and escalation processes to improve how the team handles future cases
Experience in a hands-on technical support or onboarding role, ideally working with SaaS or hardware products
Strong troubleshooting ability across software, hardware, and peripheral integrations, with a track record of diagnosing issues accurately
Comfort working in fast-moving, ambiguous environments where processes are still being built
Ability to communicate complex technical issues clearly to both technical and non-technical audiences
Experience using cross-functional tools such as CRM systems, ticketing platforms, or data dashboards
🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Barcelona office. This involves an office-first setup
🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success
📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education
🏖 Generous time off: enjoy 23 days of paid leave plus public holidays and special leave days
🥗 Subsidised restaurant tickets (Edenred) and office breakfast on Mondays
🌴 Break4me: 1-month sabbatical after 3 years of service
🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
Be empowered to do more that matters.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.
Skills Required
- Experience in a hands-on technical support or onboarding role, ideally working with SaaS or hardware products
- Strong troubleshooting ability across software, hardware, and peripheral integrations
- Ability to communicate complex technical issues clearly to both technical and non-technical audiences
SumUp Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SumUp and has not been reviewed or approved by SumUp.
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Leave & Time Off Breadth — Paid time off is positioned as a standout, including 22 vacation days that increase with tenure, public holidays, a quarterly Wellness Day, special leave, and a fully paid one‑month sabbatical after three years. This combination makes time-off benefits feel notably robust in the overall rewards package.
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Healthcare Strength — Health coverage is described as comprehensive, with medical plan options (including carriers such as Cigna and Kaiser) plus dental and vision. Company-paid life insurance and disability coverage are also part of the protection package in the U.S. materials.
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Retirement Support — Retirement benefits include a published 401(k) match formula that provides an employer match up to a stated cap. The clarity of the match structure supports straightforward evaluation during offer comparisons.
SumUp Insights
What We Do
SumUp believes that every business should have access to affordable, easy-to-use financial solutions, no matter their size. That’s why more than 3 million businesses worldwide rely on SumUp to run their business. What started out as one card reader has now turned into a range of payment hardware, banking solutions, marketing, and loyalty tools, invoicing, and so much more. From sales and marketing to product and engineering, our cross-functional US team works together to ensure that small business owners can be successful doing what they love.
Why Work With Us
SumUp USA is part of the global SumUp organization that stretches across multiple continents from Berlin to Sao Paulo. Our teams are multicultural, have a collaborative mindset and bold goals. Join our mission if you want to become part of the success story and help empower over 3 million merchants using SumUp already!
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