Level 2 Hardware Support Engineer

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As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us.

They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

We are seeking a Level 2 Hardware & Technical Support Specialist to join our Transit Customer Support team. Reporting directly to the Customer Success Manager, this hands‑on role is a critical component of our customer support ecosystem, focusing heavily on physical hardware, payment devices, and back‑office transit software systems. Serving as an essential escalation point for Level 1 Support, external transit customers, distributors, and equipment owners, you will maintain full ownership of technical cases through resolution or internal escalation.

Based full‑time in our New Jersey office, you will work closely with key stakeholders in Customer Success, engineering, and technical operations teams to keep urban transit hardware and software operating seamlessly.

• Provide high‑touch, first‑ and second‑level customer and technical support to external transit customers, distributors, and equipment owners via phone, live chat, email, and ticketing systems.
• Investigate, systematically troubleshoot, and resolve complex hardware issues, payment device errors, and back‑office software application bugs.
• Analyze device logs, diagnostics, and system reports to perform root‑cause analysis and determine appropriate component replacements or corrective actions.
• Manage equipment, SIM card, and EMV reader activations and deactivations.
• Assist customers with back‑office functionality, custom report building, and parts identification/coordination.
• Document troubleshooting steps, issue findings, and resolutions in full detail within our case management system.
• Monitor assigned support cases, maintain ownership through resolution, and elevate complex technical defects to engineering and operational teams with complete diagnostic context.
• Identify recurring trends and hardware or software issues to communicate actionable insights to internal teams for continuous product improvement.

You are a methodical problem‑solver who thrives in a dynamic, customer‑facing technical support environment. You possess a patient, collaborative mindset and excel at communicating complex technical concepts to non‑technical audiences clearly and empathetically. Driven by curiosity and a passion for hands‑on hardware and physical technology, you enjoy digging into root causes rather than settling for quick fixes. You are detail‑oriented, take genuine ownership of customer outcomes, and manage multiple time‑sensitive support priorities with focus and adaptability.

• Tangible experience providing technical support and systematic troubleshooting for physical electronic/mechanical hardware, cellular/Ethernet connected devices, ma inboards, cabling, or payment terminals (e.g., electronic vending devices, ATMs, transit equipment, or POS systems).
• Strong analytical, root‑cause troubleshooting, and customer service communication skills.
• Proven experience supporting back‑office software applications, performing log analysis, and assisting users with reporting features.
• Demonstrated ability to manage, prioritize, and document support cases through to…