Manager, Technical Support

Title Manager, Technical Support — Operations - POS Reports to VP, Product Enablement POS Position Overview Payroc is seeking a hands‑on, technically skilled Technical Support Manager to lead our PayrocPOS support operations and deliver an exceptional experience to merchants, partners, and internal stakeholders. This role oversees the day‑to‑day performance of the technical support team and serves as a key escalation point for complex point‑of‑sale system issues across hardware, software, networking, and payment integrations. 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 Job Classification Exempt Equality At Payroc, we are committed to equal employment opportunity for all employees and to providing a work environment free of discrimination and harassment. All employment decisions are made based on business needs, job requirements, and individual qualifications without regard to race, color, religion, national or ethnic origin, sex, age, physical or mental disability, sexual orientation, or any other status protected by law. Compensation and Benefits Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on 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 include medical coverage, financial benefits, and wellness support tailored to your needs. #J-18808-Ljbffr