Technical Support Engineer

Castles Technology International is a North American regional sales and operations subsidiary based in Kennesaw, GA, dedicated to expanding client businesses in North America, specifically in the United States, Canada, and Mexico.

Castles Technology has pioneered secure and innovative payment acceptance solutions for over 30 years across more than 60 countries. The company remains at the forefront, leading advancements in the payment acceptance industry in North America.

To deliver innovation and foster trust with our clients, it's crucial to offer effective oversight, organization, and leadership. Keeping our promises and inspiring confidence in Castles Technology's solutions are at the heart of our commitment.

Castle's Technology is seeking a highly-skilled, customer-focused Technical Support Engineer to join our dynamic team. The ideal candidate will be responsible for providing technical assistance and support to our customers, ensuring the seamless operation of our products and services. The Technical Support Engineer will play a crucial role in troubleshooting issues, resolving problems, proficiency in payment terminals, and delivering exceptional customer satisfaction.

Duties and Responsibilities:

Customer Support:

• Respond promptly to customer inquiries through email, phone, or chat.
• Effectively communicate technical solutions to both technical and non-technical users.
• Collaborate with cross-functional teams to resolve complex technical issues.

Problem Identification and Resolution:

• Diagnose and troubleshoot technical issues in Linux and Android platforms, providing timely and accurate solutions.
• Document and track customer issues, ensuring proper escalation when necessary.
• Proactively identify trends and patterns in customer issues to prevent future problems.

Product Knowledge:

• Develop and maintain a deep understanding of our products and services.
• Stay current in industry trends, emerging technologies, and best practices.

Documentation:

• Ensure all issues are properly logged.
• Create and update comprehensive technical documentation, including FAQs and knowledge base articles.
• Contribute to the development of support resources to enhance customer self-help capabilities.

Collaboration:

• Work closely with the product development and quality assurance teams to relay customer feedback and assist in product improvement.
• Provide input on product usability and feature enhancements based on customer interactions.

Training and Mentorship:

• Conduct training sessions for customers and internal teams to enhance product understanding.
• Act as a mentor to junior support team members, sharing knowledge and best practices.

Qualifications:

• Bachelor's degree in computer science, information technology, or related field.
• Experience in payment terminals or POS systems required.
• Proven experience in a Technical Support role, preferably in a software or technology company.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent communication skills, both written and verbal.
• Familiarity with common operating systems, network configurations, and software applications.
• Customer-focused with a passion for delivering exceptional service.
• Working knowledge of software development using C, C++, Java on Linux and Android platforms.
• Good knowledge of Android SDK, different versions, and various screen size resolutions.
• Familiarity with Linux development environment, i.e., GCC/G++, GDB, etc.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with RESTful backend APIs.
• Understanding and ability to use binary and hexadecimal numbering systems.

Why Work at Castles Technology?

• Quality of Life: Generous PTO, Flexible/ Hybrid Work Schedule, Friday Summer Hours
• Benefits: The company pays the full premium cost for employee healthcare coverage
• Training and Development internally and externally provided for continual employee development.
• Opportunity to learn the exciting, high-growth Fintech industry.

Additional Information

Work Hours: This position is a full-time role working forty hours a week.

Travel Requirements: This position requires travel 10-25% of the time.

Mental/Physical Requirements: This position will be in an office setting. The work will require the incumbent to sit and stand at a desk, communicate in person and by video conferencing, and frequently operate standard office equipment, such as telephones and computers.

Castles Technology International is a drug-free workplace and requires candidates to complete a pre-employment drug screening.

Castles Technology International is an equal opportunity employer. We welcome and consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Additionally, we comply with EEOC guidelines and local law when considering qualified applicants with criminal histories. We are committed to providing a fair and inclusive workplace for all our employees.