Field Support Engineer

Welcome to Pioneer Square Brands, a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey.


Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.

Our Core Values:

• Genuine and Respectful

• Pride in Everything We Do

• Excellence through Innovation

• Obsessed with Customer Success

Pioneer Square Brands has a global footprint with office locations in High Point, North Carolina, and Manila, Philippines.


We are actively looking for highly motivated professionals with a positive attitude who desire to be part of our growing team.


Field Support Engineer

Location: Onsite at High Point, NC with estimated 30% required travel

About the Role:

We're looking for a driven, technically curious Field Support Engineer to help shape the future of mobile point-of-sale (POS) solutions for our B2B clients. In this role, you'll act as the vital link between sales and engineering-bringing your technical expertise to support customers at every stage of their journey.

From guiding prospects through the pre-sales process, to ensuring smooth pilot program rollouts, to delivering outstanding after-sales support, you'll play a key role in driving adoption and maximizing performance of our innovative POS hardware. If you enjoy blending technology with customer engagement and want to grow your career in a dynamic, fast-moving industry, this is the role for you.

Job Responsibilities:

Pre-Sales Support

• Act as the technical expert during the sales cycle-answering questions, joining client meetings, and building confidence in our solutions.
• Build strong relationships with customers by actively engaging to understand their needs, challenges, and goals, and provide tailored solutions that deliver value and drive long-term partnerships
• Deliver engaging product demonstrations that highlight the power and capabilities of our mobile POS hardware.
• Customize technical proposals to align with each client's unique needs.

Pilot Program Management & Customer Success

• Partner with sales and clients to ensure smooth deployment and setup of hardware during pilot programs.
• Provide hands-on technical guidance to support integration with customer systems.
• Track pilot progress, resolve issues proactively, and help clients achieve business goals.
• Collect feedback from pilot users to inform product enhancements.

Post-Sales Support & Service

• Serve as the go-to resource for after-sales support, troubleshooting, and technical questions.
• Provide customer training on equipment use and maintenance.
• Log customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical issues internally when needed.
• Contribute to customer support materials (troubleshooting guides, installation videos, FAQs).

Product Expertise & Knowledge Transfer

• Build and maintain deep expertise in our POS hardware-features, specifications, and technical capabilities.
• Collaborate effectively across cross-functional teams to ensure seamless communication, proactively troubleshoot issues, and deliver solutions aligned with customer needs.
• Stay current on industry trends, competitive products, and emerging technology.
• Translate technical concepts into clear, simple explanations for non-technical audiences.
• Support sales opportunities through on-site and virtual client visits, demonstrations, and relationship-building.

Qualifications:

• Bachelor's degree in Electrical/Mechanical Engineering, Computer Science, or a related technical field
• At least 3 years' experience in a Sales Engineer, Technical Sales, or engineering role where you successfully supported sales cycles and delivered technical solutions
• Experienced in technical support, customer service, or client-facing roles
• Prior exposure to mobile POS systems or hardware is a strong plus
• A genuine interest in hardware and emerging technologies, with strong technical aptitude and curiosity
• Outstanding interpersonal and presentation skills, with the ability to confidently translate complex technical details into clear, compelling explanations for customers, actively engage in discussions, and assertively drive conversations toward solutions.
• Analytical thinker who enjoys troubleshooting, resolving issues, and finding creative solutions
• Comfortable working autonomously while thriving in a collaborative, fast-paced environment
• Willingness to travel up to 30% to engage with clients and support projects on-site