Location: El Paso, Texas - Office First
About the teamThe Customer Experience organization at SumUp is the frontline for our merchants — and the Tier 3 Technical Support team is where the most complex challenges land. As our product portfolio grows across point-of-sale, kiosk, loyalty, and payment solutions, this team ensures that difficult technical issues get resolved quickly, without needing to escalate to Engineering. Hey
This role sits at the top of the CX support chain: you'll own the diagnosis and resolution of the hardest cases, reduce Engineering escalations through sharper troubleshooting and documentation, and act as the technical bridge between our CX teams and our product and engineering partners. If you're energized by complex problem-solving, enjoy making teams around you more capable, and want your work to have a direct impact on the merchants we serve — this one's for you.
What you'll do- Diagnose and resolve advanced technical issues across connectivity, hardware, integrations, and distributed systems — covering our full product surface including point-of-sale, kiosk, loyalty, and payment solutions
- Identify recurring technical patterns across CX and partner with Learning & Development to build training programmes that upskill Tier 1 and Tier 2 support teams
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles that reduce repeat escalations
- Track and analyse support trends using tools like Salesforce, Jira, and Gong to surface systemic issues and present monthly insights to Product and Engineering stakeholders
- Serve as the primary CX liaison to Product, QA, and Engineering — attending roadmap sessions, contributing merchant insights, and participating in post-mortem reviews for critical incidents
- Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, firewalls, and payment terminal connectivity, alongside experience with API troubleshooting, webhooks, and browser debugging.
- Experience working in a highly technical support environment, ideally within SaaS, point-of-sale, payments, or a related technology field.
- Proven ability to independently diagnose and resolve complex technical issues across hardware, software, and integrated systems.
- Comfort creating training materials and facilitating technical knowledge-sharing sessions for non-technical audiences.
- Analytical mindset with the ability to identify patterns and root causes from data, support metrics, and customer interactions — and translate those findings into clear, actionable recommendations.
- 🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our El Paso 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
- 📚 A dedicated annual L&D budget for attending conferences and/or advancing your career through further education
- 🏖 Generous time off: 22 days of paid vacation, plus an extra day each year up to 28 days, public holidays, quarterly Wellness Days, and special leaves
- 🏥 Tremendous Health and life coverage
- 💼 Financial security: 401(k) retirement scheme with matching (100% on first 1%, 50% on 2–6%)
- 🌴 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.
#SumUpUSA
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
- Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, and firewalls
- Experience with payment terminal connectivity and point-of-sale/kiosk systems
- Experience troubleshooting APIs, webhooks, and browser-based issues
- Experience working in a highly technical support environment (ideally SaaS, POS, or payments)
- Proven ability to independently diagnose and resolve complex hardware, software, and integrated systems issues
- Ability to create and deliver training materials and knowledge-sharing sessions for non-technical audiences
- Analytical mindset; identify patterns and root causes from support metrics and customer interactions
- Experience using support and analysis tools such as Salesforce, Jira, and Gong
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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