Level 2 Hardware Support Engineer

Arrive • Moorestown, NJ

14d • Onsite

About The Position

We are seeking a Level 2 Hardware & Technical Support Specialist to join our Transit Customer Support team. Reporting directly to the Customer Success Manager, this hands-on role is a critical component of our customer support ecosystem, focusing heavily on physical hardware, payment devices, and back-office transit software systems. Serving as an essential escalation point for Level 1 Support, external transit customers, distributors, and equipment owners, you will maintain full ownership of technical cases through resolution or internal escalation. Based full-time in our New Jersey office, you will work closely with key stakeholders in Customer Success, engineering, and technical operations teams to keep urban transit hardware and software operating seamlessly.

Requirements

• Tangible experience providing technical support and systematic troubleshooting for physical electronic/mechanical hardware, cellular/Ethernet connected devices, mainboards, cabling, or payment terminals (e.g., electronic vending devices, ATMs, transit equipment, or POS systems).
• Strong analytical, root-cause troubleshooting, and customer service communication skills.
• Proven experience supporting back-office software applications, performing log analysis, and assisting users with reporting features.
• Demonstrated ability to manage, prioritize, and document support cases through to resolution in a ticketing system.
• Experience in or knowledge of electrical/mechanical components, EMV payment devices, or SIM card activations.
• High School Diploma or equivalent required

Nice To Haves

• technical certifications or college-level coursework preferred

Responsibilities

• Provide high-touch, first- and second-level customer and technical support to external transit customers, distributors, and equipment owners via phone, live chat, email, and ticketing systems.
• Investigate, systematically troubleshoot, and resolve complex hardware issues, payment device errors, and back-office software application bugs.
• Analyze device logs, diagnostics, and system reports to perform root-cause analysis and determine appropriate component replacements or corrective actions.
• Manage equipment, SIM card, and EMV reader activations and deactivations.
• Assist customers with back-office functionality, custom report building, and parts identification/coordination.
• Document troubleshooting steps, issue findings, and resolutions in full detail within our case management system.
• Monitor assigned support cases, maintain ownership through resolution, and escalate complex technical defects to engineering and operational teams with complete diagnostic context.
• Identify recurring trends and hardware or software issues to communicate actionable insights to internal teams for continuous product improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED