Tier 3 Customer Experience Technical Support Specialist

About the role

The Customer Experience organization at SumUp is the frontline for our merchants — and the Tier 3 Technical Support team is where the most complex challenges land. As our product portfolio grows across point-of-sale, kiosk, loyalty, and payment solutions, this team ensures that difficult technical issues get resolved quickly, without needing to escalate to Engineering.

What you'll do

- Diagnose and resolve advanced technical issues across connectivity, hardware, integrations, and distributed systems — covering our full product surface including point-of-sale, kiosk, loyalty, and payment solutions - Identify recurring technical patterns across CX and partner with Learning & Development to build training programs that upskill Tier 1 and Tier 2 support teams - Create and maintain technical documentation, troubleshooting guides, and knowledge base articles that reduce repeat escalations - Track and analyze support trends using tools like Salesforce, Jira, and Gong to surface systemic issues and present monthly insights to Product and Engineering stakeholders - Serve as the primary CX liaison to Product, QA, and Engineering — attending roadmap sessions, contributing merchant insights, and participating in post-mortem reviews for critical incidents

Qualifications

- Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, firewalls, and payment terminal connectivity, alongside experience with API troubleshooting, webhooks, and browser debugging. - Experience working in a highly technical support environment, ideally within SaaS, point-of-sale, payments, or a related technology field. - Proven ability to independently diagnose and resolve complex technical issues across hardware, software, and integrated systems. - Comfort creating training materials and facilitating technical knowledge-sharing sessions for non-technical audiences. - Analytical mindset with the ability to identify patterns and root causes from data, support metrics, and customer interactions — and translate those findings into clear, actionable recommendations.