Technical Support Specialist

On site 5x a week in Portland, Oregon | 55-58K Base Salary | W-2 Opportunity, Permanent Placement

The Senior Technical Support Specialist leads resolution of complex, high-impact technical and product-related issues while serving as the primary escalation point for Tier 1 and Tier 2 support. This role partners closely with Product, Engineering, and Operations to diagnose hardware and software issues, conduct root-cause analysis, and drive issues to resolution with strong ownership. The position strengthens overall support effectiveness through coaching, knowledge sharing, documentation, and continuous process improvement.

Responsibilities include identifying recurring issue patterns, improving workflows and escalation paths, and contributing to consistent, high-quality support across B2C and B2B customers. Success requires deep technical expertise, sound judgment, cross-functional collaboration, and the ability to perform in a fast-paced, service-critical environment while consistently meeting defined performance metrics.

• Experience installing and troubleshooting card reader devices*
• Minimum of 5 years of experience in technical support, product support, application support, or a comparable role
• Proven ability to manage complex escalations in product‑or technology‑driven environments
• Demonstrated experience diagnosing and resolving advanced hardware and software issues, including connected devices, system dependencies, and end‑to‑end product workflows
• Strong analytical thinking, troubleshooting expertise, and root‑cause problem‑solving capabilities - Ability to navigate ambiguity, effectively prioritize work, and maintain ownership of complex issues through full resolution
• Experience collaborating cross‑functionally with Product, Engineering, Operations, or related teams
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non‑technical audiences
• High level of organization, attention to detail, and personal accountability
• Hands‑on experience with support platforms and ticketing systems such as Zendesk, Jira, or similar tools
• Experience supporting both B2C and B2B customer environments
• Prior experience in a senior escalation, lead support, or Tier 3‑focused support role