About VTM Vending VTM Vending builds, deploys, and supports unattended retail machines and the software that runs them. The hardware, the software, the payment integration, and the support all come from the same company, so a problem never gets handed between vendors. Operators run their machines from a web portal or their phone: pricing, planograms, inventory, and real-time sales. We are an official Nayax OEM partner, and our hardware platform was co-developed with our manufacturing partner rather than white-labeled out of a catalog. Our customer base is composed of small business owners, people running vending routes as their primary income or building one alongside a day job. When a machine goes offline or a payment doesn't settle, that's not an inconvenience for them; it's revenue. Which is why support isn't a side function at VTM. It's the product. Position Overview VTM Vending is seeking a hands-on Tier 2 Customer & Technical Support Specialist to serve as the escalation point for our Tier 1 support team and as a senior technical resource across the support organization. This role blends advanced troubleshooting, customer communication, root-cause investigation, and documentation. You will work escalated tickets by phone, email, chat, and remote diagnostics while supporting Tier 1 agents, coordinating with vendors and internal teams, and improving the macros, knowledge base articles, and workflows the team relies on every day. The ideal candidate is genuinely curious about how things break, comfortable moving between a machine's card reader and a customer's billing record in the same shift, and able to explain a technical answer clearly to someone who is frustrated. Key Responsibilities Technical Escalation & Troubleshooting Own escalated tickets from Tier 1 through to resolution, including root-cause identification and follow-up with the customer until the customer confirms the issue is closed.

Troubleshoot machine hardware faults:

power supplies, wiring and connectors, vend motors, sensors, locks, and dispensing mechanisms. Determine whether an issue is hardware, connectivity, or software before dispatching a part. Troubleshoot card readers, cashless payment devices, and connectivity, including Wi-Fi, cellular SIM, and machine-to-platform communication. Troubleshoot the Android application running on the machine: updates, permissions, logs, resets, and paired peripherals.

Investigate e-commerce and subscription issues:

order and fulfillment discrepancies, billing and refund errors. Team Support & Process Improvement Serve as a technical resource and second set of eyes for Tier 1 agents; coach on troubleshooting approach rather than simply taking over the ticket. Write and maintain Intercom macros, saved replies, and knowledge base articles so recurring issues are resolved correctly at Tier 1. Review and improve AI-agent and chatbot responses, flagging gaps where automation is answering incorrectly or escalating unnecessarily. Document issues, resolutions, and diagnostic steps clearly and consistently in the ticketing system. Support machine setup, configuration, and remote support as needed. Qualifications Experience 2 to 5 years of customer support, technical support, or help desk experience, with at least 1 year handling escalated or Tier 2 level issues. Experience supporting customers by phone and email.

Required:

hands-on experience troubleshooting physical equipment or connected devices. Vending, kiosk, ATM, POS, appliance, or low-voltage electronics service all qualify.

Preferred:

experience with Android devices, cashless payment hardware, or vending telemetry. Experience with e-commerce order, payment, or subscription support is strongly preferred. Experience mentoring or supporting junior support staff is preferred. Technical Skills Experience with several of the following is preferred: Ticketing and customer messaging platforms (Intercom, Cntrl, Zendesk, or similar) Shopify or comparable e-commerce admin Subscription platforms (Loop Subscriptions, Recharge, or similar) Cashless payment and vending telemetry systems (PayRange, Nayax, or comparable) Payment processors, refunds, disputes, and chargeback workflows Basic networking: Wi-Fi, cellular/SIM connectivity, IP configuration, connectivity troubleshooting Remote support and diagnostic tools Electromechanical troubleshooting: power supplies, wiring and connectors, motors, sensors, solenoids and locks, and dispensing mechanisms Android device basics: app install and update, permissions, logs, factory reset, and pairing peripherals over USB or Bluetooth Google Workspace or Microsoft Office, including spreadsheets for tracking and reporting Skills & Competencies Excellent written and verbal communication; able to de-escalate a frustrated customer without over-promising. Strong analytical and systematic troubleshooting ability. Ability to isolate variables instead of guessing.

Ownership mentality:

follows an issue to resolution rather than passing it along. Organized and detail-oriented, with reliable documentation habits. Able to manage competing priorities and multiple open escalations in a fast-paced environment. Self-motivated and quick to learn new hardware, software, and vendor systems. Works effectively across departments and with outside vendors. Sound judgment around complex issues and advanced troubleshooting. Physical & Travel Requirements Ability to lift up to 50 pounds. Valid driver's license. Ability to commute to and from Solon, OH. Schedule Full-time, 40 hours per week. Core schedule Monday through Friday, 10:00 AM to 6:00 PM Eastern, with shift flexibility to help cover VTM's published support hours. Occasional weekend or after-hours escalation coverage. Hybrid work arrangement, based out of Solon, OH. How You Work VTM runs on five values. They are how we hire, and how we evaluate once you are here. Clear Communication. You tell a customer what you know, what you do not know yet, and when you will follow up. Your ticket notes let the next person pick the issue up without calling you. Respect. You coach a Tier 1 agent instead of taking the ticket from them, and you stay level with a customer who is not. Own the Outcome. An escalation is yours until it closes. A part on order or a vendor who has not replied is still your open item. Company First. You fix the article or the macro so the next twenty tickets never reach a person, even when working tickets one at a time would look busier. Relentless Curiosity. You want to know why the motor failed, not just that replacing it worked. What We Offer Health insurance Dental insurance Vision insurance Paid time off Paid holidays Life insurance

Pay:

$25.00 - $35.00 per hour

Benefits:

Dental insurance Health insurance Paid time off

Work Location:

Hybrid remote in Solon, OH 44139