Role Description Payroc is seeking a hands-on and technically skilled Technical Support Manager to lead our PayrocPOS support operations and help deliver an exceptional experience to merchants, partners, and internal stakeholders. This role is responsible for overseeing the day-to-day performance of the technical support team while serving as a key escalation point for complex point-of-sale system issues across hardware, software, networking, and payment integrations. The ideal candidate brings a strong background in POS technology, payments, and technical troubleshooting within fast-paced restaurant or retail environments. In addition to leading and developing a high-performing support team, this individual will work cross-functionally with Product, Engineering, QA, and Sales to improve product readiness, streamline support processes, and ensure timely issue resolution. This position plays a critical role in maintaining operational excellence by driving support best practices, analyzing trends and system performance, overseeing POS testing initiatives, and ensuring service levels and customer satisfaction goals are consistently achieved. The Technical Support Manager will combine strong leadership capabilities with deep technical expertise to help scale PayrocPOS support operations and contribute to the continued growth of Payroc’s commerce and payment solutions. 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. - Proven 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. Working Conditions - Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods. - Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations. Travel Component - < 10% travel required. Job Classification - Exempt Equality At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com Compensation and Benefits Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs. Candidate Privacy Notice We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs. Note to Agencies Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.

• Deliver outstanding technical support via chats, emails and tickets • Managing troubleshooting processes related to cloud-based and SaaS applications • Triage and prioritize support tickets based on severity, impact and urgency • Reproduce incidents in test or staging environments to identify root causes and support faster resolution • Gather and document all relevant information needed to investigate and resolve customer issues • Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance • Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution • Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with other teams

• Provide excellent customer service in a busy call centre environment. • Answer incoming requests from customers and respond in a timely manner. • Troubleshoot a variety of desktop computer issues including internet connectivity, printer functionality, and proprietary security software functionality. • Install and configure proprietary software on remote customer computers. • Thoroughly document and update cases in our ticketing system. • Identify and escalate priority cases to higher Tier members or supervisor as appropriate. • Perform other related duties as assigned.

Role Description Join Our Dynamic Team as a 2nd Line Engineer Are you passionate about IT? Do you thrive in a fast‑paced, innovative environment? At Babble, we’re on a mission to be our customers’ most trusted advisor for cloud‑based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! Purpose of the role Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues. This includes: - Troubleshooting and diagnosing IT issues within SLAs - Delivering remote support to clients - Assisting with the monitoring and maintenance of their computer systems and networks Accountabilities and Deliverables: - Ensure customer calls are promptly attended to, providing efficient and effective support. - Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. - Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. - Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. - Complete and update technical documentation. - Mentor and train colleagues. Core Competencies: - Excellent understanding of Microsoft 365 services, including administration and troubleshooting. - Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting. - Experience with Microsoft Azure. - Antivirus management – deployment, configuration, and troubleshooting. - Experience working with business networks and troubleshooting issues. - Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment. - Email protection solutions. - Virtualisation technologies (Hyper‑V, VMware) – desirable. - Backup and Disaster Recovery – desirable. - Scripting and automation – desirable. What else looks good for this role: - Friendly and confident, with the ability to liaise comfortably with end users at all levels, both internal and external. - Strong written and verbal communication skills. - Excellent technical and troubleshooting skills. - High attention to detail when documenting and resolving issues. - A proactive, determined, and persistent approach to problem‑solving. - Ability to work both independently and as part of a team. - Eagerness to learn, including researching faults and referring to documentation when required. Qualifications - Previous experience working on a service desk is essential. - Experience in a managed services environment is advantageous. - Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues. Benefits - Risk cover, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits. - 22 days’ annual leave plus UK bank holidays, with increased entitlement based on length of service. - 5% allowance based on basic salary, which can be allocated towards medical aid. - UPS provided to assist with load shedding (2–4 hours of laptop power). - Babble‑issued laptop. - Annual company celebrations. - Home‑working policy. Company Description Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. - Microsoft Modern Work - Cybersecurity - Contact Centre Technology - Mobile Solutions - Communications & Connectivity With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together!