Tier 2 Technical Support Specialist

Make your mark at one of the biggest names in payments. We’re looking for a Tier 2 Technical Support Specialist to join our ever evolving Genius division and help shape the future of global commerce. In this role, you’ll serve as a trusted technical expert, helping restaurants stay connected, process payments reliably, and deliver seamless experiences to their customers. Your expertise will directly influence business continuity by resolving complex technical challenges, minimizing operational disruption, and driving long-term improvements across our Point of Sale (POS) ecosystem. Working alongside Product, Engineering, Training, and Support teams across the globe, you’ll have the opportunity to strengthen customer success, contribute to product innovation, and play a meaningful role in advancing Global Payments’ mission to power commerce worldwide through technology, partnership, and exceptional service.

What you’ll own

• Drive rapid resolution of complex technical issues across Point of Sale (POS), payment processing, hardware, software, and networking environments, helping restaurant operators maintain business continuity and deliver exceptional customer experiences.
• Own escalated support cases from diagnosis through resolution, ensuring timely outcomes, clear communication, and accountability that builds trust with clients, dealer partners, and internal stakeholders.
• Identify recurring trends and influence long-term improvements by translating technical insights into recommendations that enhance product performance, reduce future disruptions, and improve operational efficiency.
• Enable customer success through technical expertise, helping operators maximize the value of their technology investments while improving system reliability, adoption, and performance.
• Contribute to a culture of continuous improvement and knowledge sharing, strengthening team capabilities, accelerating issue resolution, and supporting scalable growth across support operations.

• Proven experience in technical support, help desk, customer support, or a related environment, with a track record of successfully resolving complex customer-facing issues.
• Strong troubleshooting capabilities across software, hardware, networking, and connectivity challenges, with the ability to identify root causes and deliver effective solutions.
• Excellent communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Demonstrated ability to manage competing priorities, exercise sound judgment, and maintain a high level of service in a fast-paced environment.
• A customer-first mindset with a strong sense of ownership, accountability, collaboration, and commitment to delivering positive business outcomes.

It’s a bonus if you have

• Experience supporting Point of Sale (POS) platforms, restaurant technology, hospitality solutions, or merchant-facing software products.
• Knowledge of payment processing technologies, EMV (Europay, Mastercard, and Visa) devices, payment terminals, and merchant services environments.
• Familiarity with networking concepts, Microsoft 365, Active Directory, remote device management tools, or dealer and channel partner support models., Channel Support, Communication Skills, Continuous Improvement, Customer Escalations, Customer Experience, Customer Relations, Customer Support/Service, Dealer Channel, Ecosystems, Help Desk, Merchant Services, Microsoft Active Directory, Network Connectivity, Operational Improvement, Operational Strategy, Operational Support, Payment Processing, Problem Solving Skills, Product Engineering, Reliability Engineering, Restaurant, Root Cause Analysis, Sales, Sales Support, Software Administration, Systems Reliability, Technical Support, Time Management, Trend Analysis

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do., Global Payments Inc.

Global Payments has been a market leader in the U.S. since the 1960s when its former parent company, National Data Corporation, pioneered a specialized data processing system. For over 50 years, Global Payments has been delivering innovative payment solutions. Our software-driven, technology-enabled solutions are leading our customers into the future.

Headquartered in Atlanta, Georgia with more than 10,000 employees worldwide, Global Payments is a member of the S&P 500 with merchants and partners in 30 countries throughout North America, Europe, the Asia-Pacific region and Brazil.