Technical Support Analyst - PHX, AZ

Technical Support Analyst

About Windcave:

Founded in 1999 in New Zealand, Windcave has consistently led the way in the innovation of payment technology. Today, our global footprint extends across 40+ countries, supported by a dedicated team of over 400+ experts. We process billions of transactions annually, providing businesses with a comprehensive payment solution through a singleprovider.

Our approach continuously sets new industry benchmarks and reflects our commitment to leading the market with self-developed, cutting-edge technologies. We support a wide range of industries, including retail, finance, hospitality, and more, with operations all over the globe.

About the role:

To support our rapid growth, we are seeking a motivated Technical Support Analyst for our regional office in Phoenix, Arizona 85006. The main responsibility is to support a diverse customer base and provide end-user support related to our proprietary POS software and hardware, as well as software support for e-commerce merchants.

Joining a close-knit team, this is an exciting opportunity to advance your career in the Technology & Payments industry. Business hours are from 8:30 AM to 5:00 PM Monday to Friday and we currently have a hybrid policy in place offering 2 days (Wed/Thurs) work from home and 3 days in the office (Mon/Tues/Fri).

Role responsibilities:

Key responsibilities include, but not limited to:

• Responding to customer or user inquiries via phone, email.

• Diagnosing and resolving software, hardware, or network-related issues
• Providing step-by-step guidance on product usage and installation
• Monitoring system performance and identifying areas for improvement
• Escalating complex issues to higher-level support or development teams
• Documenting solutions and maintaining a knowledge base for future reference
• Collaborating with other departments, such as engineering or development, to address ongoing or recurring issues

Experience/ Skills required:

The role will ideally suit candidates with a background in the Payments industry. We are also open to receiving applications from recent Graduates who have studied Computer Science/ Networking/ Information Systems and are looking for their first opportunity in the technology space.

In addition, you will have:

• Bachelor's Degree from an accredited University.
• Legal right to work in the United States (no sponsorship)
• Proficient oral and written communication skills
• Sensitivity to customer needs and exhibit responsiveness
• Problem solver attitude with a good attention to detail
• Willingness and enthusiasm to learn new systems
• Understand core concepts of technology hardware logistics

Benefits on offer:

We value our employees and offer competitive benefits, including:

• Competitive salary
• Hybrid work (currently following hybrid work model; mandatory 3 days’ work from office Monday, Tuesday, and Friday)
• Career development and long-term career opportunity
• Medical, Dental, Vision, Life, and matching 401K
• Diverse, energetic and friendly team environment

Why join us?

At Windcave, you will have the opportunity to grow, develop, and be part of a company that values your contributions. We are committed to providing:

• A supportive and inclusive environment
• Career development and learning opportunities
• Exciting and challenging projects
• On going training and support

If you are passionate about payment industry, eager to make an impact and ready for your next challenge, we’d love to hear from you. Apply today and be part of something great!

Windcave is an Equal Opportunity Employer and committed to building a diverse workforce.