> Markdown version of [/jobs/ext/618778-tier-3-customer-experience-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/618778-tier-3-customer-experience-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 3 Customer Experience Technical Support Specialist - **Company:** SumUp Inc. - **Location:** El Paso, TX, United States - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), JIRA, Software as a Service, Software Debugging, Distributed Systems, Domain Name System (DNS), Virtual Private Networks (VPN), Networking Basics, Salesforce.Com, TCP/IP, Firewalls (Computer Science), 3-tier Architectures, Webhooks - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d46766b92e94c80f ## About the Role Do you have experience in User training (technical support)?, * Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, firewalls, and payment terminal connectivity, alongside experience with API troubleshooting, webhooks, and browser debugging. * Experience working in a highly technical support environment, ideally within SaaS, point-of-sale, payments, or a related technology field. * Proven ability to independently diagnose and resolve complex technical issues across hardware, software, and integrated systems. * Comfort creating training materials and facilitating technical knowledge-sharing sessions for non-technical audiences. * Analytical mindset with the ability to identify patterns and root causes from data, support metrics, and customer interactions - and translate those findings into clear, actionable recommendations. ## Description The Customer Experience organization at SumUp is the frontline for our merchants - and the Tier 3 Technical Support team is where the most complex challenges land. As our product portfolio grows across point-of-sale, kiosk, loyalty, and payment solutions, this team ensures that difficult technical issues get resolved quickly, without needing to escalate to Engineering. Hey This role sits at the top of the CX support chain: you'll own the diagnosis and resolution of the hardest cases, reduce Engineering escalations through sharper troubleshooting and documentation, and act as the technical bridge between our CX teams and our product and engineering partners. If you're energized by complex problem-solving, enjoy making teams around you more capable, and want your work to have a direct impact on the merchants we serve - this one's for you. What you'll do * Diagnose and resolve advanced technical issues across connectivity, hardware, integrations, and distributed systems - covering our full product surface including point-of-sale, kiosk, loyalty, and payment solutions * Identify recurring technical patterns across CX and partner with Learning & Development to build training programmes that upskill Tier 1 and Tier 2 support teams * Create and maintain technical documentation, troubleshooting guides, and knowledge base articles that reduce repeat escalations * Track and analyse support trends using tools like Salesforce, Jira, and Gong to surface systemic issues and present monthly insights to Product and Engineering stakeholders * Serve as the primary CX liaison to Product, QA, and Engineering - attending roadmap sessions, contributing merchant insights, and participating in post-mortem reviews for critical incidents ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Beyond Webhooks: The Future of Scalable API Event Delivery](https://www.wearedevelopers.com/videos/100312-beyond-webhooks-the-future-of-scalable-api-event-delivery) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [The Vonage Trivia Voyage: Quiz Your Way to the Top!](https://www.wearedevelopers.com/videos/761-the-vonage-trivia-voyage-quiz-your-way-to-the-top) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Highest Paying Tech Companies in Europe](https://www.wearedevelopers.com/magazine/162-highest-paying-tech-companies-in-europe) - [Basic And Advanced Networking in Dart and Flutter](https://www.wearedevelopers.com/magazine/112-basic-and-advanced-networking-in-dart-and-flutter)