Senior Technical Support Engineer

Who we are:

Transact and CBORD have joined forces as industry leaders to bring the best integrated technology solutions to education, healthcare, and business campuses worldwide. Be a part of this exciting new partnership, committed to transforming organizations and improving the lives of people doing mission-critical work.

Why join our team?

We strive to provide the very best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

Job title: Senior Technical Support Engineer

Location: Remote

What you’ll be doing:

As a Senior Technical Support Engineer, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers. You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes. This role requires deep technical expertise combined with leadership capabilities to drive excellence across the support organization.

Your responsibilities include:

• Resolving escalated technical issues that others cannot solve
• Leading customer crisis situations
• Developing advanced troubleshooting procedures
• Mentoring Technical Support Engineers and Associates.
• You’ll also participate in product development discussions, contribute to technical documentation, and represent the support perspective in cross-functional initiatives.

Who you’ll work with:

You’ll work closely with Support Managers on strategic initiatives and serve as a technical lead for your specialized team. You’ll collaborate extensively with Product Engineering, Quality Assurance, and Customer Success teams on complex issues and product improvements. You’ll mentor junior staff while partnering with Lead Support Engineers on organizational development initiatives.

Your customer interactions will include technical consultations with senior IT leaders, participation in executive business reviews, and direct involvement in critical issue resolution for high-value accounts.

What you bring to the table:

Core Requirements:

• Practical experience in Information Technology, Engineering, or related technical field
• 4-7 years of progressive technical support experience with increasing complexity
• Advanced troubleshooting skills across multiple technology stacks
• Proven mentoring and knowledge transfer capabilities
• Experience leading critical issue resolution and customer crisis management
• Strong SQL skills including complex query writing and performance optimization
• Deep understanding of enterprise software architecture and integrations
• Experience with API development/troubleshooting and web services
• Excellent communication skills with ability to present to executive audiences
• Leadership capabilities with demonstrated influence without direct authority

Preferred Qualifications:

• Bachelor's degree in Computer Science or related field of study
• Experience in healthcare, higher education, or financial services with regulatory knowledge
• Advanced knowledge of security protocols and compliance frameworks
• Experience with cloud platforms and modern DevOps practices
• Background in software development or system administration
• Project management experience and cross-functional leadership
• Industry certifications relevant to product portfolio
• Experience with customer success or professional services delivery

Campus Identity & Access:

• Expert-level knowledge of Transact IDX architecture and enterprise credential management
• Advanced understanding of campus security systems, biometric integration, and emergency protocols
• Deep expertise in mobile credential ecosystems, NFC technology, and contactless access systems
• Leadership in identity management strategy, access control optimization, and security compliance
• Experience with campus integration architecture and identity provider service connectivity

Food Service & Nutrition:

• Advanced expertise in NetMenu enterprise architecture and healthcare nutrition system integration
• Deep understanding of HL7/FHIR standards and patient information system interoperability
• Expert knowledge of food service optimization, dietary compliance automation, and nutrition analytics
• Leadership in food production workflow design, inventory optimization, and waste reduction strategies
• Experience with clinical nutrition systems and healthcare food service regulatory compliance

Payment & Transaction Systems:

• Expert-level understanding of Transact One platform architecture and payment ecosystem design
• Advanced PCI-DSS expertise, payment security frameworks, and fraud prevention systems
• Deep knowledge of campus card operations optimization and financial transaction processing
• Leadership in payment gateway integration, merchant services strategy, and tokenization implementation
• Experience with fintech innovation, mobile payment technology, and financial risk management

Point of Sale & Commerce:

• Advanced expertise in enterprise POS architecture and retail operations optimization
• Deep understanding of campus commerce ecosystems and merchant integration platforms
• Expert knowledge of vending system integration, self-service technology, and IoT device management
• Leadership in inventory management optimization, sales analytics, and revenue enhancement strategies
• Experience with e-commerce platform integration and omnichannel retail technology

What’s good to know:

This role requires flexibility for critical issue response including after-hours and weekend availability. Travel may be required for customer escalations, training delivery, or strategic initiatives (typically 5-10%). You'll have opportunities to present at industry conferences and contribute to thought leadership. This position offers advancement paths to Lead Support Engineer, Customer Engineering, or management roles.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.