Technical Support Specialist T2

About PayRange

PayRange is a leading fintech company powering mobile payments and connected experiences for unattended retail. Our platform enables consumers to pay seamlessly through their smartphones while providing operators with powerful tools to manage and grow their businesses.

With a global footprint and rapid growth, we are focused on delivering a best-in-class customer experience across both B2C (consumers) and B2B (operators). Our success is driven by innovation, operational excellence, and a deep commitment to our customers.

About the Role

We are looking for a hands-on, solutions-oriented Technical Support Specialist to support our operators and internal teams by resolving more complex technical and product-related issues.

This role serves as a key escalation point for operator support and works closely with other Support Teams, Product, Engineering, and Operations to troubleshoot issues, identify root causes, and drive timely resolution. You will play an important role in ensuring operators receive fast, accurate, and high-quality support, while also helping improve internal processes, documentation, and knowledge sharing.

This is a highly cross-functional role requiring strong troubleshooting ability, product knowledge, clear communication, and a strong sense of ownership.

Role Overview

Technical Support & Issue Resolution

• Handle escalated advanced technical product support issues requiring deeper technical troubleshooting and product knowledge
• Investigate customer-reported problems, identify root causes, and drive issues through to resolution
• Serve as a subject matter expert and escalation point for the operator support team members
• Ensure complex issues are prioritized appropriately and managed with urgency and ownership
• Clearly document findings, troubleshooting steps, resolutions, and known workarounds

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Operations, and other internal teams to resolve technical and product-related issues
• Escalate issues appropriately when deeper engineering or product intervention is required and work closely with that team to ensure feedback to customer and resolution of issue
• Help translate technical issues into clear updates for customer-facing teams and other non-technical stakeholders
• Support strong coordination across teams to improve issue resolution and customer outcomes

Process Improvement & Knowledge Sharing

• Identify recurring issues, trends, and root causes, and recommend actions to reduce repeat problems
• Contribute to the development and maintenance of SOPs, troubleshooting guides, internal documentation, and support content
• Help improve support workflows, escalation paths, and case handling practices
• Share knowledge with rest of operator support teams to improve first-contact resolution and overall support capability

Customer Experience & Operational Impact

• Help ensure escalated customer issues are handled professionally, accurately, and efficiently
• Support faster resolution times and improved case quality through strong troubleshooting and follow-through
• Contribute to a consistent, high-quality support experience across both B2C and B2B customer segments
• Support reporting and insight generation by documenting issue trends and improvement opportunities

Performance & Service Level Expectations

• Consistently meet or exceed defined support KPIs and service standards
• Maintain CSAT of 90%+
• Achieve first reply time within 24 hours for email support
• Drive full case resolution in less than 3 business days, where resolution is within support’s control
• Contribute to and help maintain a live answer rate of 90%+
• Ensure high-quality case handling, clear communication, and strong ownership from intake through resolution
• Escalate issues appropriately and in a timely manner where additional support is required

Schedule & Working Hours

• This role requires availability to work assigned shifts in support of team coverage and customer needs
• Standard shift schedules may include 8:00 a.m. to 5:00 p.m. ET and 11:00 a.m. to 8:00 p.m. ET. Some shifts will fall on weekends.
• Shift schedules will be determined based on business needs, support coverage requirements, and team structure
• Flexibility may be required from time to time to support coverage, priorities, or changing business demands

What We’re Looking For

• 3+ years of experience in technical support, product support, application support, or a similar role
• Experience diagnosing and resolving complex hardware and software-related issues in a product-driven environment
• Strong troubleshooting and problem-solving skills in a product- or technology-driven environment
• Ability to investigate issues, work through ambiguity, and identify root causes
• Experience working cross-functionally with Product, Engineering, Operations, or similar teams
• Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical audiences
• Strong organizational skills, attention to detail, and case ownership
• Experience working in support platforms and ticketing systems such as Zendesk, Jira, or similar tools
• Experience supporting both B2C and B2B customers preferred
• Experience in Tier 2 support or escalation handling preferred