Tier 3 Customer Experience Technical Support Specialist

Tier 3 Customer Experience Technical Support Specialist

Location: El Paso, Texas - Office First

The Customer Experience organization at Sum Up 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 escalates to Engineering.

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.

• 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 programs 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 analyze 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 Sum Uppers 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 Sum Up team

Sum Up 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.