Tier I Technical Support Specialist – Smart Cooler Vending

About the role

This fully remote position supports operators of smart cooler vending equipment across Saudi Arabia. As the first point of contact, you will handle technical inquiries related to connected machines, mobile applications, payment readers, and connectivity.

Key responsibilities

• Receive and triage support requests through approved channels, identifying issue categories such as app, backend, hardware, POS, or connectivity.
• Document machine details, error messages, screenshots, timelines, and customer impact for each case.
• Guide customers through first‑line troubleshooting steps, including app checks, remote restarts, and power cycles.
• Assist with onboarding tasks such as app navigation, product library setup, pricing, inventory, and machine management.
• Gather connectivity information (cellular, Wi‑Fi, Ethernet, router) and request diagnostic data when deeper investigation is needed.
• Support payment and transaction issues by collecting relevant transaction data before escalation.
• Provide clean handoffs to Tier II technical teams when advanced diagnosis is required.

Required profile

• Organized and detail‑oriented with strong documentation habits.
• Technically curious and comfortable following defined support processes.
• Customer‑focused with excellent communication skills.

Required skills

What we offer

• Hands‑on experience with smart vending technology, connected devices, and payment systems.
• Opportunity to develop technical support expertise in a rapidly growing sector.