Technical Support Specialist

Near is a talent solutions company that helps U.S.-based startups and growing companies hire top talent across Latin America. We connect exceptional professionals with long-term remote opportunities where they can grow, contribute meaningfully, and build lasting careers.

About the Client

Our client is a fast-growing U.S.-based payments technology company that helps small and mid-sized businesses simplify payment processing and reduce credit card processing costs. Its platform supports both in-person and online transactions, including integrated payment solutions for businesses such as dental practices.

About the Role

We are looking for a Customer Integration & Technical Support Specialist to serve as the technical point person for merchants after they go live. You will take ownership of escalated and complex support cases involving payment terminals, the payment application, account configuration, connectivity, and software integrations.

This is a highly customer-facing role. You will work closely with the Customer Service team, which handles general merchant inquiries and first-line support, while you focus on diagnosing root causes, coordinating with internal and external partners, and ensuring issues are fully resolved.

The ideal candidate is technically curious, calm under pressure, highly accountable, and able to explain technical solutions clearly to non-technical merchants over the phone and in writing.

Responsibilities

Own escalated technical support tickets from initial investigation through full resolution.

Diagnose issues related to payment terminals, payment applications, merchant account configuration, mobile devices, Wi-Fi/connectivity, and software integrations.

Verify that merchant accounts, terminals, and application settings were configured correctly, and flag setup errors to the appropriate internal team.

Support merchants remotely by phone and written channels, explaining technical steps in a clear, reassuring, and professional way.

Work directly with software and hardware partners to investigate integration issues and follow up until an actionable resolution is provided.

Escalate issues to Engineering or Operations with clear documentation, including steps to reproduce, troubleshooting completed, impact, and relevant evidence.

Identify recurring issues and share detailed patterns and insights with Product and Operations teams to help prevent them from happening again.

Create and maintain troubleshooting guides, internal documentation, and playbooks that improve first-contact resolution across the support team.

Follow up proactively with merchants to ensure their issue is truly resolved—not simply marked as closed.

Contribute product feedback, usability observations, and process-improvement ideas based on recurring merchant issues.

Requirements

Must-Have

U.S. VALID TRAVEL VISA

3–6 years of experience in Technical Support, Help Desk, IT Support, Customer Integration, Operations Support, or a similar troubleshooting-focused role.

Experience supporting software products, ideally SaaS, payment, POS, fintech, or merchant-facing platforms.

Strong understanding of Wi-Fi, routers, basic networking concepts, mobile devices, and hardware/software troubleshooting.

Proven ability to troubleshoot issues methodically, identify root causes, document findings, and follow cases through to resolution.

Advanced English communication skills, with the ability to clearly explain technical issues to non-technical customers over the phone and in writing.

Nice-to-Have

Experience with POS systems, payment terminals, payment processing, merchant services, or practice-management software integrations.

Experience collaborating with third-party software or hardware vendors on technical issues.

Familiarity with CRMs, ticketing platforms, and web-based admin tools; Odoo experience is a plus.

What We’re Looking For

Strong ownership and reliability: you take responsibility for moving an issue forward even when another team or partner is needed for the final fix.

Curiosity to understand why a problem happened, not only how to make the immediate error disappear.

Excellent de-escalation skills and composure when supporting frustrated merchants.

Clear and friendly communication, with the judgment to set realistic expectations and keep customers informed.

A structured, detail-oriented approach to documentation and troubleshooting.

Comfort working in a fast-paced environment where ticket volume can vary.

Compensation & Benefits

USD Compensation

Full-time, Monday to Friday, 9:00 AM–5:00 PM EST

100% remote contractor role, based in Latin America

10 days of PTO per year

U.S. holidays plus 3 local holidays

Occasional travel to the U.S. for company off-sites

Collaborative, non-corporate, and growth-oriented environment with long-term career opportunities

If you enjoy solving technical problems, helping customers feel supported, and taking real ownership of complex issues, we’d love to hear from you!