Hardware & Payments Support Specialist

FareHarbor•Denver, CO

21d•$23 - $34•Hybrid

About The Position

Join FareHarbor as a Hardware & Payments Support Specialist, where you’ll install and troubleshoot client hardware, support payment operations, and serve as a key liaison across teams to ensure seamless, reliable performance for our partners The Hardware & Payments Support Specialist plays a critical role in supporting both FareHarbor’s hardware ecosystem and core payment operations. This hybrid position provides advanced troubleshooting, guidance, and client-focused support for a wide range of hardware, including EMV card readers, Boca ticket printers, receipt printers, QR/Barcode scanners, networking peripherals, and other on-site equipment, while also serving as a key contributor to the Payment Operations team. The ideal candidate is a proactive problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering an exceptional client experience.

Requirements

Experience supporting EMV devices, Boca ticket printers, and POS peripherals
Background in SaaS or information technology
Familiarity with networking fundamentals (LAN, Wi-Fi, IP addressing)
Genuinely committed to delivering best in class B2B technical support
Able to work closely and effectively with others
Self-starter who can manage daily workload independently and prioritize and own various tasks
An excellent verbal and written communicator
Demonstrates confidence and ability to provide mentorship to other team members through providing coaching, feedback, support, and answering technical/non-technical questions
Experience with TeamViewer application

Responsibilities

Schedule/attend video calls with clients to assist with configuring and troubleshooting hardware, software and network connections
Receive and solve inbound tickets in ZenDesk about hardware setups and payment inquiries
Periodically travel to client sites to perform on-site diagnostics, installations, and repairs, often with limited advance notice
Learn and maintain expert FareHarbor-compatible hardware knowledge (i.e.EMV credit card readers, cash drawers, Boca ticket printers, QR code scanners, and more)
Update & improve hardware and payment related topics in the Help Center
Organize technical trainings to improve employee knowledge about hardware
Act as a liaison between external hardware vendors, internal teams, clients, and payment service providers
Find new ways to optimize existing processes and create new procedures and serve as a representative for the team, going above and beyond to provide the best service internally and externally
Solve a wide variety of payment-related escalations, both internally and externally
Various other operational tasks related to Payment Operations at FareHarbor (including projects related to implementing new payment methods, monetization initiatives, currencies, fraud prevention