Job Title:
Technical Support Representative- L2
About the Role:
We're looking for an experienced, methodical Technical Support Representative to support a US-based client operating fuel stations and convenience stores. The ideal candidate has strong troubleshooting ability, deep understanding of POS and store systems, and a track record of resolving complex, escalated issues. This role owns Level 2 support, leads root-cause investigations, coordinates with hardware vendors, and mentors junior team members. The successful candidate manages escalations end-to-end, drives system rollouts, and documents solutions that raise the whole team's capability.
Technical Support & Troubleshooting
Own the end-to-end technical acquisition checklist for every newly acquired store or fuel stations.
POS system compatibility review, installation, and configuration.
Payment terminal and payment gateway setup, testing, and PCI compliance checks.
Diagnose connectivity, network, and integration issues between store systems, payment processors, and fuel controllers.
Maintain expert-level product knowledge of the client's store, fuel station, and payment systems.
Act as the escalation point for unresolved or high-impact issues, working directly with engineers and vendors.
Systems & Vendor Coordination
Lead coordination with equipment vendors and service providers on hardware repairs, replacements, and maintenance contracts.
Own configuration, testing, and validation of POS and fuel dispensing software updates.
Plan and drive rollout of new hardware, software updates, or system changes across multiple store locations.
Proactively monitor system alerts, identify patterns, and implement preventive measures for recurring faults.
