Sr. Retail Field Support Specialist

About the role

The Retail Technology Support team plays a critical role in keeping our stores connected, productive, and focused on delivering exceptional consumer experiences. From point-of-sale systems and payment devices to networking, store applications, and end-user technology, this team serves as the frontline support organization for retail technology across Columbia Sportswear Company brands.

Responsibilities

• Serve as a primary point of contact for retail technology support, responding to and resolving incidents, service requests, and operational issues across store locations.
• Troubleshoot and support point-of-sale systems, payment devices, store applications, mobile devices, peripherals, networking equipment, and related retail technologies.
• Manage support tickets from intake through resolution, ensuring timely communication, documentation, follow-up, and escalation when needed.
• Act as an escalation resource for complex issues, partnering with infrastructure, application, cybersecurity, and vendor support teams to drive resolution.
• Maintain and improve support documentation, knowledge articles, troubleshooting guides, and operational procedures that enhance stability, performance, and the overall store experience.
• Participate in testing, deployment, and support activities for new retail technology initiatives, upgrades, and store openings, remodels, or refreshes.
• Build strong relationships with store leadership and field partners, delivering a high level of service while helping stores remain operational and focused on serving consumers.
• Participate in an on-call support rotation and provide occasional after-hours support for critical store incidents, technology deployments, major business events, and issue resolution activities as needed.

Requirements

• 5+ years of experience supporting end users, retail operations, service desk functions, or retail technology environments.
• Experience troubleshooting technology in a multi-location retail environment, including POS systems, payment devices, store applications, networking, and hardware peripherals.
• Working knowledge of IT service management principles, including incident, problem, and change management processes; ITIL experience is preferred.
• Experience using ticketing and service management tools to manage work, document resolutions, and communicate with stakeholders.
• Strong verbal and written communication skills with the ability to translate technical concepts into user-friendly language.

Qualifications

• Relevant technical certifications and experience supporting both Windows and Apple devices.
• Experience coordinating with third-party technology vendors and support partners.
• Continuously looking for ways to improve processes, reduce recurring issues, and elevate support services.

Skills

• Problem-solving skills
• Customer-focused mindset
• Collaborative partnership abilities
• Technical troubleshooting skills
• Ability to prioritize effectively

Benefits

• 401(k) plan with generous company match
• Medical, dental, vision insurance
• Life insurance, disability, and flexible spending accounts
• Health savings account
• Voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services)
• EAP + confidential 24/7/365 counseling services
• Extensive wellness benefits
• Employee discounts
• Generous time off program