PayRange
Senior Technical Support Specialist T2
Portland, Oregon · Senior
Sponsorship not specifiedDetected 45 days ago
JiraProcess ImprovementCustomer SupportZendeskCommunicationCollaborationProblem SolvingMentoringOrganizational Skills
About the role
- 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.
- Diagnose and resolve complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows
Responsibilities
- 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
- Lead root-cause analysis efforts and drive issues through to resolution with urgency and ownership
- Support coordination of complex incidents, service-impacting issues, and cross-functional troubleshooting efforts
- 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
- Contribute to onboarding and ongoing development of support team members
- Identify recurring issues, patterns, and root causes, and recommend corrective actions to improve product and support performance
Requirements
- 5+ years of experience in technical support, product support, application support, or a similar role
- Experience diagnosing and resolving complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows
- Experience working cross-functionally with Product, Engineering, Operations, or similar teams
- Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical audiences
Skills
- About PayRange
- PayRange is a leading fintech company powering mobile payments and connected experiences for unattended retail.
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This listing is sourced directly from PayRange's careers page and normalized into a canonical job model.