Technical Support Engineer I - Campus Commerce Solutions

Technical Support Engineer I

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.

This role reports directly to a Support Manager and collaborates closely with Senior Technical Support Engineers, Subject Matter Experts, and Support Engineers across Illumia's product lines. You will engage cross-functionally with Product and Engineering teams through Senior Technical Support Engineers, contributing customer insights and feedback to ongoing product improvements. You will coordinate directly with third-party vendors to troubleshoot and resolve issues that span Illumia's platform and external systems. You will interface directly with customers ranging from IT administrators and system integrators to end-users at universities, hospitals, and corporate campuses — requiring clear and adaptable communication across a wide range of technical backgrounds.

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.

The following qualifications are required or preferred for the Technical Support Engineer 1 role.

Required Qualifications

• 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.

Preferred Qualifications

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

This is a full-time, non-exempt position. Occasional evening or weekend work may be required to support customers in different time zones or during critical system implementations. Some travel may be required for on-site support or training (typically less than 5%). This role offers meaningful growth opportunities within a team structure that recognizes and rewards technical development and career progression.

Key Areas of Focus

• Own the Customer Experience: 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.
• Master the Product: 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.
• Document and Share: Treats knowledge as a team asset — captures what's learned from every complex case and contributes to a knowledge base that makes the whole team stronger.
• Drive, Curiosity, and Judgment: Asks the right questions, digs past symptoms to root cause, and knows when to escalate versus when to keep troubleshooting independently.

Competencies and Behaviors

• Humble: The best teammates at Illumia don't need to own the spotlight — they share credit, celebrate the wins of those around them, and are quick to ask for help when they need it. This is a company that still writes its story, and the people who thrive here find energy in being part of something bigger than themselves.
• Hungry: We are not looking for people who just close tickets. We are looking for people who are genuinely curious about how things work, motivated to build their skills and knowledge over time, and who take pride in getting to the right answer — not just the fastest one.
• Smart: At Illumia, our team members operate across a complex organization serving thousands of customers with diverse needs and competing priorities. 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. The people who thrive here combine curiosity with good judgment — and understand that how you help someone is just as important as whether you solved the problem.

This position is classified as Non-Exempt under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

What you get when you join our team:

• 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

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.