About the Role
LitePOS is a pioneer in the retail technology space, providing cutting-edge point-of-sale solutions that empower businesses to streamline their operations and enhance the customer experience. As we continue to expand our global footprint, we are looking for a highly skilled Technical Support Specialist who can bridge the gap between complex technical troubleshooting and project management. In this role, you will be the primary point of contact for our enterprise clients, ensuring that their software and hardware ecosystems are functioning at peak performance while overseeing the successful implementation of new system features.
We believe that support is not just about fixing problems; it is about building relationships and driving product adoption. As a member of our remote-first team, you will have the autonomy to manage your own projects and the opportunity to influence our product roadmap based on direct client feedback. We are looking for an individual who is not only technically proficient but also possesses the organizational skills of a project manager to handle multiple high-stakes client deployments simultaneously.
Key Responsibilities- Act as the primary technical point of contact for LitePOS customers, resolving complex software, hardware, and network connectivity issues via chat, email, and video calls.
- Lead the technical implementation and onboarding process for new clients, ensuring all POS hardware and software configurations meet specific business requirements.
- Collaborate closely with the engineering and product teams to identify, document, and escalate recurring bugs or feature requests to improve system stability.
- Manage end-to-end technical projects, including software migrations, database updates, and integration of third-party payment gateways.
- Develop and maintain comprehensive technical documentation, including knowledge base articles and internal troubleshooting guides to empower both users and fellow team members.
- Monitor system performance logs and proactively identify potential issues before they impact the clients business operations.
- Conduct remote training sessions for client management teams to ensure they are fully utilizing the advanced features of the LitePOS platform.
- Ensure all support tickets are handled within established Service Level Agreements (SLAs) while maintaining a high customer satisfaction score.
- Minimum of 3 to 5 years of experience in a technical support, implementation, or technical project management role, preferably within the SaaS or POS industry.
- Deep understanding of networking fundamentals, including LAN/WAN, DNS, DHCP, and firewall configurations.
- Proficiency in troubleshooting cloud-based software environments and familiarity with API integrations and webhooks.
- Strong analytical skills with the ability to interpret technical logs and utilize SQL for database querying and reporting.
- Exceptional communication skills, with the ability to translate complex technical concepts into clear, actionable advice for non-technical users.
- Proven ability to manage multiple projects simultaneously in a fast-paced, remote work environment with minimal supervision.
- Experience using modern support tools such as Zendesk, Jira, and Slack to manage workflows and documentation.
- A customer-centric mindset with a passion for problem-solving and a desire to contribute to a growing technology company.
- Fully remote work environment, offering you the flexibility to work from your preferred location within compatible time zones.
- Competitive salary and performance-based bonuses that recognize your technical expertise and project management successes.
- Comprehensive health, dental, and vision insurance packages to keep you and your family protected.
- Generous professional development budget for certifications, workshops, and technical training.
- Modern home-office stipend to ensure you have the best hardware and ergonomic setup for your remote workspace.
- Paid time off, including annual leave, sick days, and mental health days to support a healthy work-life balance.
- The opportunity to work with a diverse, international team of experts who are passionate about revolutionizing the retail technology landscape.