remote
Technical Customer Support Specialist - Payments & POS - Sutherland
Software Engineer
Provide expert technical support for payment and POS solutions, resolving issues in German and English while ensuring seamless customer experiences across global brands.
About the role
Key Responsibilities
- Diagnose and resolve complex technical issues related to payment processing and POS hardware/software for international clients.
- Communicate solutions clearly in German and English, maintaining high customer satisfaction scores.
- Collaborate with engineering, product, and quality teams to report bugs, suggest improvements, and track resolution progress.
- Document troubleshooting steps, create knowledge base articles, and update support documentation.
- Participate in on-call rotations and provide 24/7 support for critical incidents.
Requirements
- Proven experience in technical support for payment or POS systems.
- Strong troubleshooting skills with a methodical, customer‑centric approach.
- Fluent in German and English, both written and spoken.
- Excellent communication and documentation abilities.
- Ability to work independently in a remote, fast‑paced environment.