Technical Support Engineer - Commerce Solutions

Who we are:

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of Transact Campus + CBORD, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission‑critical work.

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle:
We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem‑solving, and learning agility drive our day‑to‑day actions.

The Technical Support Engineer I for Illumia’s Campus Commerce Solutions, is the frontline expert for customers relying on Illumia's Point of Sale and Mobile Ordering solutions across higher education, healthcare, and corporate campuses. This role combines deep product knowledge with strong customer relationship skills to diagnose complex issues, deliver lasting solutions, and ensure customers achieve maximum value from their technology investment.

• The Technical Support Engineer I owns the end‑to‑end support experience for customers using Illumia's POS and mobile ordering platforms — from initial triage through resolution and documentation.
• This role serves as a key liaison between customers, Subject Matter Experts, and cross‑functional teams, providing technical expertise and clear communication at every stage of the support lifecycle.

This role reports directly to a Support Manager and collaborates closely with Senior Technical Support Engineers, Subject Matter Experts, and Support Engineers across Illumia's product lines.

You will engage cross‑functionally with Product and Engineering teams through Senior Technical Support Engineers, contributing customer insights and feedback to ongoing product improvements. You will coordinate directly with third‑party vendors to support troubleshooting and resolution of issues that span Illumia's platform and external systems. You will interface directly with customers ranging from IT administrators and system integrators to end‑users at universities, hospitals, and corporate campuses — requiring clear and adaptable communication across a wide range of technical backgrounds.

• Owns the full support lifecycle for POS and mobile ordering cases — triaging, diagnosing, resolving, and documenting issues with defined quality standards and SLAs.
• Troubleshoots software and hardware issues across Illumia's commercial POS systems, mobile ordering platforms, self‑service kiosks, and related integrations; identifies root cause and delivers clear, actionable solutions to customers.
• Supports integration touchpoints including campus commerce platforms and e‑commerce and mobile ordering systems.
• Coordinates with third‑party vendors to troubleshoot and resolve issues that span Illumia's platform and external systems, managing communication and follow‑through on both sides.
• Escalates complex or unresolved cases to Senior Technical Support Engineers with thorough documentation, clear case history, and relevant diagnostic information to enable efficient handoff.
• Documents solutions, known issues, and troubleshooting procedures in the knowledge base to drive team efficiency and enable customer self‑service.
• Contributes to process improvement initiatives that enhance support delivery, reduce repeat contacts, and improve the overall customer experience.
• Surfaces customer‑reported defects, trends, and enhancement requests through Senior Technical Support Engineers — serving as the voice of the customer in product feedback loops.

The following qualifications are required or preferred for the Technical Support Engineer 1 role.