[Hiring] Tier I Technical Support Specialist @Vend Guys

Role Description

This is a remote position. Vend Guys is looking for a Tier I Technical Support Specialist to serve as the first layer of technical support for smart cooler vending operators. This is a technical support position, not a sales role. The Tier I Technical Support Specialist will help customers with:

• Smart cooler onboarding
• Basic troubleshooting
• Machine-status issues
• App-related questions
• Payment-reader concerns
• Connectivity symptoms
• Customer follow-up

This role is best suited for someone who is organized, detail-oriented, technically curious, and able to follow a structured support process. Tier I is not expected to engineer advanced connectivity solutions or make final technical decisions on routers, SIM cards, antennas, network architecture, backend issues, or payment-reader integrations. The role is to gather the right information, perform approved first-line troubleshooting, document the issue clearly, and escalate to Vend Guys Tier II Technical Support when deeper technical judgment is required.

Qualifications

• Must own and operate a Haha Smart Cooler (Proof is required)
• Strong customer-service and written-communication skills
• Ability to read customer messages and identify the actual technical issue
• Ability to ask focused clarifying questions
• Ability to follow a troubleshooting checklist without skipping steps
• Ability to document customer issues accurately and clearly
• Comfortable working with support tickets, email, chat, screenshots, app status, and customer follow-up
• Comfortable explaining technical steps in plain language to non-technical customers
• Basic understanding of smart devices, mobile apps, web dashboards, and connected equipment
• Basic understanding of Wi-Fi, Ethernet, cellular connectivity, routers, and SIM cards
• Ability to understand the difference between machine status, app status, backend status, POS behavior, and payment-reader behavior
• Ability to stay calm and professional with frustrated customers
• Ability to avoid guessing when unsure
• Ability to recognize when an issue must be escalated to Vend Guys Tier II Technical Support
• Strong attention to detail
• Strong follow-up habits
• Willingness to learn smart cooler vending technology, HaHa systems, Nayax/PAX payment-reader basics, connectivity workflows, and Vend Guys support procedures

Requirements

• Vending operations experience
• Smart cooler or unattended retail experience
• Customer technical-support experience
• POS or payment-reader support experience
• Basic networking experience
• Router, Wi-Fi, Ethernet, cellular, or SIM troubleshooting experience
• Help desk or ticket-based support experience
• Field-service coordination experience
• Experience working with non-technical customers

Benefits

• Opportunity to work with a growing smart cooler vending company
• Gain hands-on experience with connected vending technology
• Smart cooler platforms
• Customer technical support
• App-based equipment support
• Payment-reader troubleshooting
• Real-world connectivity support
• Hourly Rate: $17 - $23 Hour
• Additional details regarding compensation, schedule, employment classification, remote work expectations, system access, and benefits will be reviewed with qualified candidates