Product Support Engineer

Vori, Inc; Northern (KY); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Vori, Inc is seeking a Product Support Engineer to bridge customers, support, and engineering, diagnosing complex product issues and improving system reliability. You will help ensure the support organization resolves problems quickly and effectively, with a focus on POS solutions and retail technology.

The role emphasizes collaboration with development, product, and customer teams to communicate issues, contribute to knowledge bases, and validate software updates, while staying current with

Qualifications

• 3+ years of experience in technical support, product support, or software engineering.
• Experience in POS or retail technology domains.
• Proficient at troubleshooting software and hardware issues, incl. databases and APIs.
• Strong analytical and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with ticketing systems and remote troubleshooting tools.

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.

Skills

POS systems

Payment processing

Networking

APIs & DBs

Ticketing systems

Remote troubleshooting

Analytical skills

Communication

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.