Manager, Technical Support

About the role

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. We equip merchants with the tools they need to succeed in today's fast-moving commerce landscape. As a Technical Support Manager, you will lead our PayrocPOS support operations and help deliver an exceptional experience to merchants, partners, and internal stakeholders.

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.
• Prominent 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.