Product Support Engineer

Vori; East Palo Alto (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Vori is seeking a Product Support Engineer to connect our customers, support team, and engineering. You will diagnose complex product issues and ensure quick resolutions.

This role requires 3+ years in technical support, understanding of POS systems, and strong problem-solving skills. Your efforts will assist in maintaining system reliability and enhancing customer experience.

Qualifications

• 3+ years in technical support or software engineering, ideally in POS or retail technology.
• Strong knowledge of POS systems and payment processing.
• Proficient in troubleshooting software and hardware issues.

Responsibilities

• Provide technical support to clients using POS solutions.
• Diagnose software, hardware, and network issues.
• Develop and maintain support documentation.

Skills

Technical support

Problem-solving

Communication

Analytical skills

Collaboration

Job description

We are looking for a Product Support Engineer to serve as the technical bridge between our customers, support team, and engineering organization. This role focuses on diagnosing complex product issues, improving system reliability, and ensuring our support organization can resolve problems quickly and effectively.

Key Responsibilities

• Provide technical support and troubleshooting assistance to clients using our POS solutions.
• Diagnose software, hardware, and network issues, working towards timely resolutions.
• Act as a liaison between clients and the development team to communicate technical issues and feature requests.
• Develop and maintain support documentation, FAQs, and knowledge base articles for customer self-service.
• Assist in testing and validation of software updates, ensuring compatibility and performance.
• Monitor system performance and provide recommendations for optimizations and enhancements.
• Train clients and internal teams on new product features and best practices.
• Collaborate with cross-functional teams to improve product usability and overall customer experience.
• Stay current with emerging technologies and industry trends to continuously improve support services.

Qualifications & Requirements

• 3+ years of experience in technical support, product support, or software engineering, preferably within the POS or retail technology industry.
• Strong understanding of POS systems, payment processing, and network configurations.
• Proficiency in troubleshooting software and hardware issues, including databases and APIs.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with ticketing systems and remote troubleshooting tools.