Senior Technical Support Specialist T2

About Pay Range

Pay Range 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, highly capable Senior Technical Support Specialist to take the lead on complex technical and product-related issues, support the broader team with deep troubleshooting expertise, and help drive continuous improvement across the support organization.

This role serves as a senior escalation point for Tier 1 and Tier 2 support and works closely with Support, Product, Engineering, and Operations to resolve high-impact issues, identify root causes, and improve support effectiveness over time. In addition to resolving complex cases, you will help strengthen team capability through knowledge sharing, coaching, documentation, and process improvement.

This is a highly cross-functional role requiring strong technical acumen, excellent judgment, a high level of ownership, and the ability to work through complex hardware and software-related issues in a fast-paced environment.

Role Overview

Technical Support & Issue Resolution

• Take ownership of the most complex and high-impact support issues requiring advanced troubleshooting and strong product knowledge
• Act as a senior escalation point for Tier 1 and Tier 2 support teams, helping resolve critical or difficult cases
• Diagnose and resolve complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows
• Lead root-cause analysis efforts and drive issues through to resolution with urgency and ownership
• Ensure escalated issues are clearly documented, prioritized appropriately, and managed to completion
• Help identify when issues should be escalated further to Product or Engineering teams

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Operations, and other internal teams to resolve technical and product-related issues
• Support coordination of complex incidents, service-impacting issues, and cross-functional troubleshooting efforts
• Translate technical findings into clear and actionable updates for customer-facing teams and non-technical stakeholders
• Help ensure strong alignment across teams to improve issue resolution and reduce repeat problems

Team Support, Coaching & Knowledge Sharing

• Serve as a subject matter expert for the broader support organization
• Provide guidance, coaching, and day-to-day support to Tier 1 and Tier 2 team members on technical cases
• Help improve team capability by sharing troubleshooting approaches, product knowledge, and best practices
• Contribute to onboarding and ongoing development of support team members
• Assist in building a stronger knowledge base through documentation of known issues, resolutions, and troubleshooting guides

Process Improvement & Operational Impact

• Identify recurring issues, patterns, and root causes, and recommend corrective actions to improve product and support performance
• Contribute to the development and improvement of SOPs, support playbooks, escalation paths, and internal documentation
• Help improve support workflows, case quality, and resolution times through practical, scalable process improvements
• Support reporting and insight generation by highlighting issue trends and improvement opportunities
• Contribute to a consistent, high-quality support experience across both B2C and B2B customer segments

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…