Senior Technical Support Specialist T2
About PayRangePayRange 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 RoleWe 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 OverviewTechnical Support & Issue ResolutionTake ownership of the most complex and high-impact support issues requiring advanced troubleshooting and strong product knowledgeAct as a senior escalation point for Tier 1 and Tier 2 support teams, helping resolve critical or difficult casesDiagnose and resolve complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflowsLead root-cause analysis efforts and drive issues through to resolution with urgency and ownershipEnsure escalated issues are clearly documented, prioritized appropriately, and managed to completionHelp identify when issues should be escalated further to Product or Engineering teamsCross-Functional CollaborationPartner closely with Product, Engineering, Operations, and other internal teams to resolve technical and product-related issuesSupport coordination of complex incidents, service-impacting issues, and cross-functional troubleshooting effortsTranslate technical findings into clear and actionable updates for customer-facing teams and non-technical stakeholdersHelp ensure strong alignment across teams to improve issue resolution and reduce repeat problemsTeam Support, Coaching & Knowledge SharingServe as a subject matter expert for the broader support organizationProvide guidance, coaching, and day-to-day support to Tier 1 and Tier 2 team members on technical casesHelp improve team capability by sharing troubleshooting approaches, product knowledge, and best practicesContribute to onboarding and ongoing development of support team membersAssist in building a stronger knowledge base through documentation of known issues, resolutions, and troubleshooting guidesProcess Improvement & Operational ImpactIdentify recurring issues, patterns, and root causes, and recommend corrective actions to improve product and support performanceContribute to the development and improvement of SOPs, support playbooks, escalation paths, and internal documentationHelp improve support workflows, case quality, and resolution times through practical, scalable process improvementsSupport reporting and insight generation by highlighting issue trends and improvement opportunitiesContribute to a consistent, high-quality support experience across both B2C and B2B customer segmentsPerformance & Service Level ExpectationsConsistently meet or exceed defined support KPIs and service standardsMaintain CSAT of 90%+Achieve first reply time within 24 hours for email supportDrive full case resolution in less than 3 business days, where resolution is within support’s controlContribute to and help maintain a live answer rate of 90%+Ensure high-quality case handling, clear communication, and strong ownership from intake through resolutionEscalate issues appropriately and in a timely manner where additional support is requiredSchedule & Working HoursThis role requires availability to work assigned shifts in support of team coverage and customer needsStandard shift schedules may include 7:00/8:00 a.m. to 4:00/5:00 p.m. PTShift schedules will be determined based on business needs, support coverage requirements, and team structureFlexibility may be required from time to time to support coverage, priorities, or changing business demandsWhat We’re Looking For5+ years of experience in technical support, product support, application support, or a similar roleStrong experience handling complex escalations in a product- or technology-driven environmentExperience diagnosing and resolving complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflowsStrong troubleshooting, analytical, and root-cause problem-solving skillsAbility to work through ambiguity, prioritize effectively, and maintain ownership of complex issues through resolutionExperience working cross-functionally with Product, Engineering, Operations, or similar teamsStrong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical audiencesStrong organizational skills, attention to detail, and a high level of accountabilityExperience working in support platforms and ticketing systems such as Zendesk, Jira, or similar toolsExperience supporting both B2C and B2B customers preferredPrevious experience in a senior escalation, lead support, or Tier 3-facing support role preferred