Technical Support Engineer I - Campus Commerce Solutions

Transact Campus • Scottsdale, AZ

3d • Hybrid

About The Position

The Technical Support Engineer I for Illumia’s Campus Commerce Solutions is the frontline expert for customers relying on Illumia's Point of Sale and Mobile Ordering solutions across higher education, healthcare, and corporate campuses. This role combines deep product knowledge with strong customer relationship skills to diagnose complex issues, deliver lasting solutions, and ensure customers achieve maximum value from their technology investment. The Technical Support Engineer I owns the end-to-end support experience for customers using Illumia's POS and mobile ordering platforms — from initial triage through resolution and documentation. This role serves as a key liaison between customers, Subject Matter Experts, and cross-functional teams, providing technical expertise and clear communication at every stage of the support lifecycle.

Requirements

• Bachelor's degree or equivalent relevant work experience.
• 1–2 years of professional experience in a customer-facing, technical, or operations role.
• Strong analytical and problem-solving skills with a structured approach to working through complex issues.
• Excellent written and verbal communication skills, with the ability to explain information clearly and keep stakeholders informed.
• Demonstrated ability to manage multiple priorities, stay organized, and work independently in a fast-moving environment.
• A customer-first mindset with patience, professionalism, and a genuine commitment to delivering great experiences.
• Comfort working with or around technology in a professional setting, whether supporting users, troubleshooting day-to-day issues, or learning new tools quickly.
• Familiarity with mobile applications, web-based platforms, or self-service technology.
• Any experience working with systems that connect to or communicate with other software or services.
• Experience with ticketing, scheduling, or operations software.
• Technical aptitude matters, but so does knowing when to ask questions, when to escalate, and how to communicate clearly with customers who may be frustrated or under pressure.

Nice To Haves

• Experience in retail, food service, hospitality, or campus operations — particularly in environments involving POS systems, ordering platforms, or technology-assisted workflows.

Responsibilities

• Owns the full support lifecycle for POS and mobile ordering cases — triaging, diagnosing, resolving, and documenting issues with defined quality standards and SLAs.
• Troubleshoots software and hardware issues across Illumia's commercial POS systems, mobile ordering platforms, self-service kiosks, and related integrations; identifies root cause and delivers clear, actionable solutions to customers.
• Supports integration touchpoints including campus commerce platforms and e-commerce and mobile ordering systems.
• Coordinates with third-party vendors to troubleshoot and resolve issues that span Illumia's platform and external systems, managing communication and follow-through on both sides.
• Escalates complex or unresolved cases to Senior Technical Support Engineers with thorough documentation, clear case history, and relevant diagnostic information to enable efficient handoff.
• Documents solutions, known issues, and troubleshooting procedures in the knowledge base to drive team efficiency and enable customer self-service.
• Contributes to process improvement initiatives that enhance support delivery, reduce repeat contacts, and improve the overall customer experience.
• Surfaces customer-reported defects, trends, and enhancement requests through Senior Technical Support Engineers — serving as the voice of the customer in product feedback loops.
• Takes accountability for every case from first contact to resolution — communicating proactively, setting clear expectations, and following through until the customer is fully back on track.
• Builds deep familiarity with Illumia's POS and mobile ordering ecosystem, including integrations, hardware dependencies, and common failure patterns, to resolve issues faster and more effectively over time.
• Captures what's learned from every complex case and contributes to a knowledge base that makes the whole team stronger.
• Asks the right questions, digs past symptoms to root cause, and knows when to escalate versus when to keep troubleshooting independently.

Benefits

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Comprehensive employee assistance program (EAP)
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree