Technical Support Representative - Tier 2 (POS)

Location: Remote internationally. Customer support is provided during Pacific Time business hours, with an assigned 8-hour shift between 6:00 AM and 6:00 PM Pacific Time. The regular schedule is Saturday through Wednesday; during approximately the first two months, training follows a Monday–Friday schedule.

Company

hirify.global is a product-driven startup building an enterprise-grade platform that combines POS, eCommerce, marketing, analytics, and inventory management for cannabis retailers.

What you will do

• Provide primarily chat-based Tier 2 technical support for issues escalated from AI-powered first-line support.
• Troubleshoot POS systems, retail hardware, receipt printers, connected devices, and software-related problems.
• Investigate reported issues, identify root causes, guide customers through solutions, and explain technical concepts clearly.
• Own customer issues through follow-up, documentation, escalation, and resolution.
• Collaborate with Tier 3 Support, Product, QA, Development, Account Management, and Customer Success on complex problems.
• Identify recurring issues, share customer feedback, and improve support processes and documentation.

Requirements

• At least 2 years of experience in customer-facing support, technical support, customer service, or retail operations, preferably in a software or technology-driven environment.
• Experience supporting or troubleshooting POS systems and related hardware, either remotely or hands-on.
• Experience troubleshooting software, hardware, or complex technology products.
• Excellent written and strong verbal English communication skills, including the ability to explain technical concepts clearly and professionally through chat.
• Structured, analytical troubleshooting and problem-solving skills; ability to remain calm, patient, and solution-oriented with frustrated customers or urgent issues.
• Strong attention to detail, documentation skills, ownership, and accountability.
• Comfort with web-based software, support platforms, CRMs, and AI-powered tools.
• Ability to work independently, collaborate with teammates, and escalate issues effectively.
• Availability for the required Saturday–Wednesday schedule and weekend work after the initial training period.

Nice to have

• Experience supporting SaaS platforms or complex software products.
• Familiarity with retail operations, inventory management, eCommerce, or payment processing.
• Experience troubleshooting receipt printers, barcode scanners, cash drawers, scales, or other retail hardware.
• Experience investigating advanced issues involving APIs, integrations, or application logs.
• Familiarity with Intercom, Salesforce, HubSpot, Slack, or similar tools.
• Experience in cannabis retail or familiarity with METRC and other compliance systems.
• Relevant technical certifications or an IT-related background.

Culture & Benefits

• Full-time B2B contract with a US company; hourly pay is tracked through Hubstaff and compensation is in USD.
• 100% remote work with no office attendance required.
• 20 paid days off, 3 paid sick days, and medical insurance after the introductory period.
• Equipment reimbursement for laptops, monitors, and related equipment.
• Collaborative, product-driven environment focused on customer trust, proactive problem-solving, critical thinking, adaptability, and technical growth.

Hiring process

• Recruiter interview covering relevant experience, technical background, English communication skills, and expectations.
• Technical and team interview with Support Team Leads, followed by a Hiring Manager interview focused on troubleshooting and problem-solving.
• Final interview with senior leadership if needed.