Support Technician

3 days ago

Bengaluru, Karnataka, India Freelancer - Karthik T N Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Job Title: Support Technician (14 Years Experience)

Company: PepperHQ

Location: Remote (Bangalore-based, with one office visit per month)

Working Hours: UK Time Zone (1:00 PM 11:00 PM IST)

About PepperHQ

PepperHQ is a UK-based technology company delivering cutting-edge digital ordering, loyalty, and customer engagement solutions for leading hospitality and retail brands. As part of our fast-growing global team, you'll have the opportunity to work with innovative technology, collaborate across international teams, and make a direct impact on our customers' success.

Role Overview

We are seeking a Support Technician to join our dynamic support team. In this role, you'll provide technical assistance to Pepper merchants, helping diagnose and resolve software issues across our ordering, loyalty, and marketing platforms. You'll act as a key link between our customers and internal technical teams, ensuring smooth operations and exceptional customer experiences.

Key Responsibilities

  • Provide first-line technical support to customers via tickets, email, and chat.
  • Diagnose and troubleshoot software and configuration issues on customer-facing applications.
  • Collaborate with internal teams (Engineering, QA, and Product) to resolve escalated issues.
  • Reproduce reported problems and provide detailed investigation notes for developers.
  • Assist merchants with app setup, integrations, and platform configurations.
  • Maintain accurate documentation of support cases and solutions.
  • Participate in an on-call rotation, including occasional evening or weekend support.

Required Qualifications

  • Bachelor's degree in Computer Science, Information Technology, B.Sc., B.E./B.Tech, MCA, or a related field.
  • 1–4 years of experience in QA, Software Testing, or Technical Support.
  • Strong understanding of web and mobile applications.
  • Proven ability to diagnose and troubleshoot software-related issues.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation with attention to detail.

Preferred Skills

  • Experience supporting enterprise SaaS solutions.
  • Background in Hospitality or Retail software implementations.
  • Knowledge of POS systems, ordering platforms, or payment integrations.
  • Familiarity with ticketing tools (e.g., Zendesk, Freshdesk, Jira).
  • Understanding of basic SQL, APIs, or web technologies is a plus.

Why Join PepperHQ

  • Opportunity to work on innovative, high-impact global products.
  • Collaborative, diverse, and international work culture.
  • Remote-first environment with flexibility and autonomy.
  • Exposure to the latest technologies and industry best practices.

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