Customer & Technical Support Specialist- Tier 2

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 fau