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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer I - Campus Commerce Solutions - **Company:** Transact Campus, Inc - **Location:** Ithaca, NY, United States - **Experience:** Starter - **Salary:** $50,000.0 - $57,000.0 - **Contract:** Permanent contract - **Skills:** Mobile Application Software, Systems Integration, Web Applications - **Published:** June 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=645eda5c2b360ae9 ## About the Role Do you have experience in Customer communication?, Do you have a Bachelor's degree?, * Bachelor's degree or equivalent relevant work experience. * 1-2 years of professional experience in a customer-facing, technical, or operations role. * Strong analytical and problem-solving skills with a structured approach to working through complex issues. * Excellent written and verbal communication skills, with the ability to explain information clearly and keep stakeholders informed. * Demonstrated ability to manage multiple priorities, stay organized, and work independently in a fast-moving environment. * A customer-first mindset with patience, professionalism, and a genuine commitment to delivering great experiences. Preferred Qualifications * Experience in retail, food service, hospitality, or campus operations - particularly in environments involving POS systems, ordering platforms, or technology-assisted workflows. * Comfort working with or around technology in a professional setting, whether supporting users, troubleshooting day-to-day issues, or learning new tools quickly. * Familiarity with mobile applications, web-based platforms, or self-service technology. * Any experience working with systems that connect to or communicate with other software or services. * Experience with ticketing, scheduling, or operations software., * Hungry: We are not looking for people who just close tickets. We are looking for people who are genuinely curious about how things work, motivated to build their skills and knowledge over time, and who take pride in getting to the right answer - not just the fastest one. ## Description * The Technical Support Engineer I owns the end-to-end support experience for customers using Illumia's POS and mobile ordering platforms - from initial triage through resolution and documentation. * This role serves as a key liaison between customers, Subject Matter Experts, and cross-functional teams, providing technical expertise and clear communication at every stage of the support lifecycle. Who you will work with: This role reports directly to a Support Manager and collaborates closely with Senior Technical Support Engineers, Subject Matter Experts, and Support Engineers across Illumia's product lines. You will engage cross-functionally with Product and Engineering teams through Senior Technical Support Engineers, contributing customer insights and feedback to ongoing product improvements. You will coordinate directly with third-party vendors to support troubleshooting and resolution of issues that span Illumia's platform and external systems. You will interface directly with customers ranging from IT administrators and system integrators to end-users at universities, hospitals, and corporate campuses - requiring clear and adaptable communication across a wide range of technical backgrounds., * Owns the full support lifecycle for POS and mobile ordering cases - triaging, diagnosing, resolving, and documenting issues with defined quality standards and SLAs. * Troubleshoots software and hardware issues across Illumia's commercial POS systems, mobile ordering platforms, self-service kiosks, and related integrations; identifies root cause and delivers clear, actionable solutions to customers. * Supports integration touchpoints including campus commerce platforms and e-commerce and mobile ordering systems. * Coordinates with third-party vendors to troubleshoot and resolve issues that span Illumia's platform and external systems, managing communication and follow-through on both sides. * Escalates complex or unresolved cases to Senior Technical Support Engineers with thorough documentation, clear case history, and relevant diagnostic information to enable efficient handoff. * Documents solutions, known issues, and troubleshooting procedures in the knowledge base to drive team efficiency and enable customer self-service. * Contributes to process improvement initiatives that enhance support delivery, reduce repeat contacts, and improve the overall customer experience. * Surfaces customer-reported defects, trends, and enhancement requests through Senior Technical Support Engineers - serving as the voice of the customer in product feedback loops., The duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance., * Own the Customer Experience: Takes accountability for every case from first contact to resolution - communicating proactively, setting clear expectations, and following through until the customer is fully back on track. * Master the Product: Builds deep familiarity with Illumia's POS and mobile ordering ecosystem, including integrations, hardware dependencies, and common failure patterns, to resolve issues faster and more effectively over time. * Document and Share: Treats knowledge as a team asset - captures what's learned from every complex case and contributes to a knowledge base that makes the whole team stronger. * Drive, Curiosity, and Judgment: Asks the right questions, digs past symptoms to root cause, and knows when to escalate versus when to keep troubleshooting independently., * Humble: The best teammates at Illumia don't need to own the spotlight - they share credit, celebrate the wins of those around them, and are quick to ask for help when they need it. This is a company that still writes its story, and the people who thrive here find energy in being part of something bigger than themselves. ## Related Videos - [Generate AI in the Browser with Chrome AI - Raymond Camden](https://www.wearedevelopers.com/videos/1770-generate-ai-in-the-browser-with-chrome-ai-raymond-camden) - [AI Agents & Agentic AI](https://www.wearedevelopers.com/videos/2017-ai-agents-agentic-ai) - [WeAreDevelopers LIVE: Scammer Payback with Python, Grok Goes Unhinged, The Future of Chromium and mo](https://www.wearedevelopers.com/videos/1288-wearedevelopers-live-scammer-payback-with-python-grok-goes-unhinged-the-future-of-chromium-and-mo) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [WebXR: Enabling Virtual and Augmented Reality on the Web](https://www.wearedevelopers.com/videos/965-webxr-enabling-virtual-and-augmented-reality-on-the-web) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Steps to Get a Software Engineer Internship](https://www.wearedevelopers.com/magazine/160-steps-to-get-a-software-engineer-internship) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)