Technical Support Engineer

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.

We are currently searching for qualified candidates for ** Please see the details for the position below.

Title: Technical Support Engineer

Location: Remote within the US

Job Description: As a Technical Support Engineer, you will be the technical problem-solving expert for our customers across healthcare, higher education, and corporate environments. You'll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Transact+CBORD technology investments. This role combines deep technical expertise with strong customer relationship skills to deliver exceptional support experiences.

Your responsibilities include:

• Troubleshooting software and hardware issues
• Collaborating with internal teams to resolve escalated cases
• Documenting solutions for knowledge sharing
• Contributing to process improvements that enhance our overall support delivery.
• You'll work across our diverse product portfolio to become a trusted technical advisor to customers in mission-critical environments.

This role may require occasional evening or weekend work to support customers in different time zones or during critical system implementations. Some travel may be required for on-site customer support or training opportunities (typically less than 5%). The position offers significant growth opportunities within our three-group structure, with clear advancement paths to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical Success.

Who you’ll work with:

You'll collaborate closely with your Support Manager and fellow Technical Support Engineers within your specialized team (Healthcare, Higher Education, Payments, or Food Services). You'll regularly interact with Customer Engineers, Technical Success Engineers, and Technical Account Managers to ensure seamless customer experiences. Cross-functionally, you'll work with Product Management, Engineering, and Quality Assurance teams to escalate complex issues and contribute to product improvements.

You'll also interface directly with customers ranging from IT administrators and system integrators to end-users in hospitals, universities, and corporate campuses, requiring excellent communication skills across diverse technical backgrounds.

What you bring to the table:

Core Requirements:

• Practical experience in Information Technology, Engineering, or related technical field
• 2-4 years of technical support or software troubleshooting experience
• Strong analytical and problem-solving skills with attention to detail
• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
• Experience with SQL databases and basic query writing
• Familiarity with Windows and/or Linux server environments
• Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
• Customer service orientation with patience and empathy
• Ability to work independently and manage multiple cases simultaneously
• Willingness to learn new technologies and adapt to changing environments

Preferred Qualifications:

• Bachelor's degree in Computer Science or related field of study
• Experience in healthcare, higher education, or financial services technology
• Knowledge of payment processing systems and PCI compliance
• Familiarity with campus card/ID systems or access control technologies
• Experience with enterprise software integrations and APIs
• Understanding of network fundamentals (TCP/IP, DNS, firewalls)
• Experience with ticketing systems and customer support tools
• Previous experience in mission-critical environments

Campus Identity & Access:

• Experience with Transact IDX platform and CBORD credential management systems
• Deep knowledge of door access control, security integration, and emergency lockdown systems
• Expertise in mobile credential technology, NFC implementation, and biometric systems
• Understanding of identity management workflows, provisioning, and integration with campus systems
• Knowledge of campus security protocols and access control compliance requirements

Food Service & Nutrition:

• Advanced experience with NetMenu architecture, Room Service Choice, and nutrition management
• Knowledge of HL7 integration standards and patient information system connectivity
• Understanding of food service workflows, dietary compliance, and nutrition analysis
• Experience with food production systems, inventory management, and waste tracking
• Familiarity with food safety regulations and clinical nutrition requirements

Payment & Transaction Systems:

• Expert knowledge of Transact One platform architecture and payment processing systems
• Deep understanding of PCI-DSS compliance, tokenization, and payment security protocols
• Experience with campus card operations, stored value systems, and meal plan management
• Knowledge of payment gateway integration, merchant services, and financial transaction flows
• Understanding of mobile payment technologies and contactless payment implementation

Point of Sale & Commerce:

• Advanced experience with commercial POS systems and retail operations technology
• Knowledge of campus commerce platforms, merchant integration, and off-campus programs
• Understanding of vending system integration, self-service technology, and IoT devices
• Experience with inventory management systems, sales analytics, and reporting tools
• Familiarity with e-commerce platforms and mobile ordering systems integration

What’s good to know:

This role may require occasional evening or weekend work to support customers in different time zones or during critical system implementations. Some travel may be required for on-site customer support or training opportunities (typically less than 5%). The position offers significant growth opportunities within our three-group structure, with clear advancement paths to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical Success.

Planning for the Future:

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D 
• Access to FSA Plans & Commuter Benefit Plans 
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan 
• Paid Parental Leave Program.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.

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