• Resolving POS gateway and software inquiries from merchants and partners. • Performing as the point of escalation for POS gateway and software service inquiries from our Sales team. • Partnering with Sales teams to provide product input for POS solutions. • Researching, troubleshooting, and resolving issues for our customers on both proprietary and external POS systems. • Identifying, reporting, troubleshooting, and resolving ecommerce, point-of-sale and P2PE security application issues. • Deploying hardware, gateway and security application solutions to customers using internet-based deployment vendor portal. • Must be proactive and take ownership in responses of customer tickets via phone, Salesforce cases, web-based chat and other methods and follow through to resolution. • Ability to work a flexible and on-call schedule as required.

• Own the intake, triage, and routing of support requests for all product areas, ensuring timely initial and follow-up responses across customer channels—including email, Slack, Teams, and Intercom. • Conduct thorough troubleshooting of customer requests to identify root causes. • Regularly review outstanding requests and tickets, coordinating next steps and driving timely resolution. • Support monthly and quarterly Technical Check-Ins with customers by reviewing product configurations. • Accurately document issues in ticketing systems while also providing detailed solutions.

• Provide advanced technical support to enterprise customers, resolving complex issues across application, configuration, and infrastructure layers. • Lead customer escalations with clear ownership, structured communication, and coordinated execution across internal teams. • Troubleshoot application behavior using logs, stack traces, performance metrics, and configuration analysis. • Analyze monitoring and infrastructure signals using tools such as Sumo Logic (or comparable log management platforms). • Own and enforce the premium severity framework (Sev1/Sev2/Sev3), ensuring consistent application and preventing severity inflation. • Operate and continuously refine the pager-backed Sev1 process, including acknowledgement, triage, escalation paths, communication cadence, mitigation, resolution, and post-incident follow-up. • Support and optimize case management workflows within Salesforce Service Cloud, including: Queues and routing rules Macros and templates Milestones and SLAs Knowledge management Reporting and dashboards.

• Serve as the first technical point of contact for customers facing implementation or data challenges • Investigate logs, analyze data pipelines, and debug integrations involving APIs, pixels, and order tracking • Act as the primary technical contact for support tickets and Slack escalations • Debug customer implementations involving tracking scripts, APIs, and data pipelines • Write and optimize SQL queries to investigate data discrepancies • Analyze logs and investigate backend issues • Own data quality issues from identification to resolution • Escalate reproducible product bugs with detailed technical context • Improve documentation to reduce repeat issues and enable self-serve workflows • Translate technical findings into clear explanations for non-technical stakeholders