Technical Support Specialist (Tier 2)

About the role

We are looking for a Technical Support Specialist (Tier 2) to join our multilingual Lisbon team. You will be the second point of contact for customers, providing expert assistance on our hospitality payment platform and ensuring smooth operation of the services we host.

Key responsibilities

• Handle Tier‑2 support requests via phone, email, ticketing systems and other channels.
• Gather required information, investigate root causes, and resolve issues or escalate to higher tiers when needed.
• Perform remote troubleshooting, system diagnostics, and operational assessments.
• Log and track customer requests, incidents, and case status updates.
• Test and maintain system capabilities, including hardware and software components.

Required profile

• Fluent English (C1); additional languages such as German, French, Italian, Spanish or Portuguese are a plus.
• Strong analytical and problem‑solving abilities with solid troubleshooting experience.
• Excellent customer service and communication skills, adaptable to both technical and non‑technical users.
• Background in engineering or network operations, with experience in field or NOC environments.

Required skills

• TCP/IP networking
• Switching and routing
• MAN & LAN (Layer 2 & Layer 3)
• Wireless networks (802.11x)
• Hardware assembly and configuration
• Network vendor technical certification (e.g., Cisco, Juniper)

What we offer

• Opportunity to work with a leading hospitality payment platform.
• Collaborative multilingual team in a vibrant city.
• Professional growth in a fast‑growing tech environment.