SumUp

Tier 3 Customer Experience Technical Support Specialist

El Paso, Texas, United States

Sponsorship not specifiedDetected 29 days ago

Distributed SystemsJiraSalesforceCustomer SupportTCP/IPDNSCollaborationProblem Solving

About the role

As our product portfolio grows across point-of-sale, kiosk, loyalty, and payment solutions, this team ensures that difficult technical issues get resolved quickly, without needing to escalate to Engineering.
If you're energized by complex problem-solving, enjoy making teams around you more capable, and want your work to have a direct impact on the merchants we serve - this one's for you.

Create and maintain technical documentation, troubleshooting guides, and knowledge base articles that reduce repeat escalations
Track and analyze support trends using tools like Salesforce, Jira, and Gong to surface systemic issues and present monthly insights to Product and Engineering stakeholders
Experience working in a highly technical support environment, ideally within SaaS, point-of-sale, payments, or a related technology field.
Analytical mindset with the ability to identify patterns and root causes from data, support metrics, and customer interactions - and translate those findings into clear, actionable recommendations.
Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.

Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, firewalls, and payment terminal connectivity, alongside experience with API troubleshooting, webhooks, and browser debugging.

earn additional rewards by referring talented individuals to join the SumUp team
Be empowered to do more that matters.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce.
Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job.

📚 A dedicated annual L&D budget for attending conferences and/or advancing your career through further education

🏥 Tremendous Health and life coverage
We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth.
Identify recurring technical patterns across CX and partner with Learning & Development to build training programs that upskill Tier 1 and Tier 2 support teams

The Customer Experience organization at SumUp is the frontline for our merchants - and the Tier 3 Technical Support team is where the most complex challenges land.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive.
Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success.
Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.

📚 A dedicated annual L&D budget for attending conferences and/or advancing your career through further education
🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

This listing is sourced directly from SumUp's careers page and normalized into a canonical job model.