Senior Technical Supoort Specialist T2

PayRange•Portland, OR

24d

About The Position

About PayRange PayRange is a leading fintech company powering mobile payments and connected experiences for unattended retail. Our platform enables consumers to pay seamlessly through their smartphones while providing operators with powerful tools to manage and grow their businesses. With a global footprint and rapid growth, we are focused on delivering a best-in-class customer experience across both B2C (consumers) and B2B (operators). Our success is driven by innovation, operational excellence, and a deep commitment to our customers. About the Role We are looking for a hands-on, highly capable Senior Technical Support Specialist to take the lead on complex technical and product-related issues, support the broader team with deep troubleshooting expertise, and help drive continuous improvement across the support organization. This role serves as a senior escalation point for Tier 1 and Tier 2 support and works closely with Support, Product, Engineering, and Operations to resolve high-impact issues, identify root causes, and improve support effectiveness over time. In addition to resolving complex cases, you will help strengthen team capability through knowledge sharing, coaching, documentation, and process improvement. This is a highly cross-functional role requiring strong technical acumen, excellent judgment, a high level of ownership, and the ability to work through complex hardware and software-related issues in a fast-paced environment.

Requirements

5+ years of experience in technical support, product support, application support, or a similar role
Strong experience handling complex escalations in a product- or technology-driven environment
Experience diagnosing and resolving complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows
Strong troubleshooting, analytical, and root-cause problem-solving skills
Ability to work through ambiguity, prioritize effectively, and maintain ownership of complex issues through resolution
Experience working cross-functionally with Product, Engineering, Operations, or similar teams
Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical audiences
Strong organizational skills, attention to detail, and a high level of accountability
Experience working in support platforms and ticketing systems such as Zendesk, Jira, or similar tools
Experience supporting both B2C and B2B customers preferred
Previous experience in a senior escalation, lead support, or Tier 3-facing support role preferred

Responsibilities

Technical Support & Issue Resolution Take ownership of the most complex and high-impact support issues requiring advanced troubleshooting and strong product knowledge
Act as a senior escalation point for Tier 1 and Tier 2 support teams, helping resolve critical or difficult cases
Diagnose and resolve complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows
Lead root-cause analysis efforts and drive issues through to resolution with urgency and ownership
Ensure escalated issues are clearly documented, prioritized appropriately, and managed to completion
Help identify when issues should be escalated further to Product or Engineering teams
Cross-Functional Collaboration Partner closely with Product, Engineering, Operations, and other internal teams to resolve technical and product-related issues
Support coordination of complex incidents, service-impacting issues, and cross-functional troubleshooting efforts
Translate technical findings into clear and actionable updates for customer-facing teams and non-technical stakeholders
Help ensure strong alignment across teams to improve issue resolution and reduce repeat problems
Team Support, Coaching & Knowledge Sharing Serve as a subject matter expert for the broader support organization
Provide guidance, coaching, and day-to-day support to Tier 1 and Tier 2 team members on technical cases
Help improve team capability by sharing troubleshooting approaches, product knowledge, and best practices
Contribute to onboarding and ongoing development of support team members
Assist in building a stronger knowledge base through documentation of known issues, resolutions, and troubleshooting guides
Process Improvement & Operational Impact Identify recurring issues, patterns, and root causes, and recommend corrective actions to improve product and support performance
Contribute to the development and improvement of SOPs, support playbooks, escalation paths, and internal documentation
Help improve support workflows, case quality, and resolution times through practical, scalable process improvements
Support reporting and insight generation by highlighting issue trends and improvement opportunities
Contribute to a consistent, high-quality support experience across both B2C and B2B customer segments
Performance & Service Level Expectations Consistently meet or exceed defined support KPIs and service standards
Maintain CSAT of 90%+
Achieve first reply time within 24 hours for email support
Drive full case resolution in less than 3 business days, where resolution is within support’s control
Contribute to and help maintain a live answer rate of 90%+
Ensure high-quality case handling, clear communication, and strong ownership from intake through resolution
Escalate issues appropriately and in a timely manner where additional support is required
Schedule & Working Hours This role requires availability to work assigned shifts in support of team coverage and customer needs
Standard shift schedules may include 7:00/8:00 a.m. to 4:00/5:00 p.m. PT
Shift schedules will be determined based on business needs, support coverage requirements, and team structure
Flexibility may be required from time to time to support coverage, priorities, or changing business demands