Manager, Technical Support

Title
Manager, Technical Support
Operations - POS

Reports to
VP, Product Enablement POS

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today's fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.
Position Overview

Payroc is seeking a hands-on and technically skilled Technical Support Manager to lead our PayrocPOS support operations and help deliver an exceptional experience to merchants, partners, and internal stakeholders. This role is responsible for overseeing the day-to-day performance of the technical support team while serving as a key escalation point for complex point-of-sale system issues across hardware, software, networking, and payment integrations.

The ideal candidate brings a strong background in POS technology, payments, and technical troubleshooting within fast-paced restaurant or retail environments. In addition to leading and developing a high-performing support team, this individual will work cross-functionally with Product, Engineering, QA, and Sales to improve product readiness, streamline support processes, and ensure timely issue resolution.

This position plays a critical role in maintaining operational excellence by driving support best practices, analyzing trends and system performance, overseeing POS testing initiatives, and ensuring service levels and customer satisfaction goals are consistently achieved. The Technical Support Manager will combine strong leadership capabilities with deep technical expertise to help scale PayrocPOS support operations and contribute to the continued growth of Payroc's commerce and payment solutions.
Duties and Responsibilities

• Manage Technical Support Team: Supervise day-to-day operations of the PayrocPOS technical support team; mentor, coach, and develop team members.
• Advanced Troubleshooting: Serve as an escalation point for complex POS system issues, including hardware, software, and network configurations.
• System Debugging: Analyze logs, isolate root causes, and provide actionable insights to development and QA teams for issue resolution.
• POS Testing Oversight: Collaborate with QA and product teams to develop and execute comprehensive test plans for new POS features, integrations, and releases.
• Customer Experience: Ensure timely, high-quality technical support delivery to merchants, partners, and internal stakeholders.
• Process Improvement: Identify trends, drive process enhancements, and implement best practices for support workflows, documentation, and incident response.
• Cross-Functional Collaboration: Act as a key liaison between product management, engineering, and sales to ensure product readiness and customer satisfaction.
• Data & Metrics: Monitor and report on KPIs, SLAs, and team performance metrics to senior leadership.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of technical support experience, with at least 2 years in management or supervisory role.
• In-depth knowledge of POS systems, particularly within the restaurant and retail verticals.
• Experience in the payments ecosystem (payment gateways, terminals, EMV, PCI compliance).
• Proficient in system diagnostics, log analysis, and debugging tools.
• Strong understanding of networking concepts (TCP/IP, firewalls, VPNs) and Windows/Linux environments.
• Exceptional communication and customer service skills.
• Proven track record of leading technical teams in a high-urgency, customer-facing environment.

Preferred Skills

• Familiarity with PayrocPOS or similar systems (including Clover, Toast, Square, Lightspeed, Counterpoint, Aloha).
• Experience working with APIs, databases (SQL), and third-party integrations.
• IT certifications (CompTIA A+, Network+, or equivalent) are a plus.
• Agile/Scrum or ITIL experience preferred.

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations.

Travel Component

• < 10% travel required.

Job Classification

• Exempt

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at View email address on click.appcast.io

Compensation and Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation - such as bonuses, incentives, or equity - may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.