Vending Technical Support Specialist, Hardware & Payments

VTM Vending LLC is hiring a Technical Support Specialist (Hardware & Payments) to help keep unattended retail machines running reliably. In this hybrid setup based in Solon, OH, you will remotely diagnose and resolve escalated hardware, connectivity, and cashless payment issues, partnering with internal teams until the customer confirms the machine is back in working order.

You will act as the technical owner for escalations that progress from Tier 1 through resolution, guiding operators through remote checks, troubleshooting Android boards and vending app behavior, and verifying Nayax payment terminal connectivity and transaction outcomes.

What you’ll do

• Own escalated hardware, connectivity, and payment tickets from Tier 1 through to resolution, including root cause and follow-up, until the customer confirms the machine is running.
• Guide operators through on-site checks by phone or video, helping them inspect, reseat, measure, or photograph components so the fault is isolated before a part ships.
• Diagnose machine hardware faults remotely, including power supplies, wiring and connectors, vend motors, sensors, locks, and dispensing mechanisms, and determine whether the issue is hardware, connectivity, or software before dispatching parts.
• Troubleshoot Android boards and the machine application remotely, including firmware and app updates, permissions, logs, resets, and peripherals paired over USB, serial, or Bluetooth.
• Troubleshoot Nayax and other cashless payment terminals, including pairing with the machine, configuration issues, declined or unsettled transactions, and Wi-Fi and cellular SIM connectivity.
• Spot recurring hardware failures across tickets and report patterns with evidence to the product team and manufacturing partner.
• Serve as a hardware resource for Tier 1 agents by coaching a troubleshooting approach instead of taking over tickets.
• Maintain Intercom macros, saved replies, and knowledge base articles to ensure recurring hardware issues are handled correctly at Tier 1.
• Review and improve AI-agent and chatbot responses related to hardware and payments by flagging incorrect answers or cases where automation should escalate.
• Document issues, resolutions, and diagnostic steps in the ticketing system so another agent can continue the work without calling you.
• Support new machine setup, configuration, and first-boot issues remotely.

Requirements

• 2+ years of technical support experience (phone, chat, or remote) where hardware or connected devices were a core part of the work.
• Experience walking a non-technical customer through remote hardware diagnosis and isolating the fault to a specific component or cause.

Technologies you’ll work with

• Intercom, Cntrl, Zendesk, Android
• ADB, logcat, USB, serial, Bluetooth
• Wi-Fi, cellular/SIM connectivity, IP configuration
• Google Workspace, Microsoft Office
• AI-agent, chatbot

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid holidays
• Life insurance

Strongly preferred

• Experience with Android devices or embedded Android boards, including logs, ADB, and app installs.
• Experience with Nayax, PayRange, or other cashless payment terminals or vending telemetry.

Preferred

• 1+ year handling escalated or Tier 2 level issues.
• Experience writing troubleshooting guides or coaching other support agents.

Work environment and schedule

• Location: Solon, OH (hybrid); in-office at the Solon, OH location, with support work performed remotely.
• Full-time, 40 hours per week.
• Core schedule Monday through Friday, 10:00 AM to 6:00 PM Eastern, with shift flexibility to cover VTM’s published support hours.
• Occasional weekend or after-hours escalation coverage.
• Ability to lift up to 50 pounds.

Pay

$25.00 - $35.00 per hour

Role basics

• Experience level: 2+ years
• Work location: In person