We are looking for a Product Support Engineer to serve as the technical bridge between our customers, support team, and engineering organization. This role focuses on diagnosing complex product issues, improving system reliability, and ensuring our support organization can resolve problems quickly and effectively.
Key Responsibilities:
Provide technical support and troubleshooting assistance to clients using our POS solutions.
Diagnose software, hardware, and network issues, working towards timely resolutions.
Act as a liaison between clients and the development team to communicate technical issues and feature requests.
Develop and maintain support documentation, FAQs, and knowledge base articles for customer self-service.
Assist in testing and validation of software updates, ensuring compatibility and performance.
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 overall customer experience.
Stay current with emerging technologies and industry trends to continuously improve support services.
Qualifications & Requirements:
3+ years of experience in technical support, product support, or software engineering, preferably within the POS or retail technology industry.
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.
Skills Required
- 4+ years in a technical, customer-facing role
- Strong understanding of POS environments, preferably in grocery or retail
- Hands-on experience with POS software and back-office systems
- Hands-on experience with hardware such as terminals, printers, and scanners
- Experience supporting multi-location customers
- SQL, API, or log-level debugging exposure
What We Do
Vori is the only modern operating system for the grocery industry, giving small and mid-sized supermarkets a performance edge to compete against retail giants and combat macroeconomic forces such as inflation, the labor crisis, the rise of e-commerce, and supply chain issues. Vori’s grocery OS combines inventory management workflows and a modern point-of-sale system into a single platform, seamlessly connecting data across the food supply chain. By digitizing manual tasks, streamlining operations, and aggregating data into actionable insights, Vori helps grocers make more precise decisions about replenishment buying, retail pricing and margin, product merchandising and promotions, shopper marketing, labor, vendor collaboration, and more. Vori was founded in 2019 in East Palo Alto and is led by Stanford engineers from Space X, Google, and Facebook. Vori proudly boasts a world-class and diverse team with backgrounds in artificial intelligence, machine learning, fintech, logistics, and grocery store operations.
