Technical Support Specialist

About the role

We are seeking a passionate Technical Support Specialist fluent in English to join our growing global Customer Support Team. You will become an expert on our SaaS platform, troubleshoot POS and payment terminal issues, and provide timely, high‑quality responses to customers.

Key responsibilities

• Serve as the first point of contact via phone, email and ticketing system, answering incoming calls and responding to tickets.
• Consult with customers to provide information about our products, platform builds and configuration.
• Troubleshoot technical hardware issues with POS and payment terminals and document bugs in JIRA.
• Perform market research, support internal processes and ensure consistency across the global team.
• Deliver excellent customer service and collaborate closely with the wider team to ensure remarkable customer experiences.

Required profile

• 1‑2 years of experience in a SaaS or POS payments support role.
• Fluent English (C1 level) and residence in Heredia, Costa Rica.
• Formal IT qualifications or a related bachelor’s degree (preferred).
• Strong written and verbal communication skills with a customer‑service mindset.
• High level of organization, attention to detail and ability to work autonomously in a fast‑paced environment.

Required skills

• Experience with ticketing systems, specifically Salesforce Service Cloud.
• Proficiency using JIRA for bug tracking.
• Hands‑on knowledge of POS payment systems and related APIs.
• Technical hardware troubleshooting, especially payment terminals.

What we offer

• Work on a category‑leading SaaS product loved by leisure and attractions venues.
• 4 additional “Recharge” days per year when company goals are met.
• Access to a Team Member Assistance Program, coaching, webinars and wellbeing resources.
• Individual learning & development budget and clear career growth opportunities.