Technical Support Analyst

Technical Support Analyst

About Windcave:

Founded in 1999 in New Zealand, Windcave has consistently led the way in the innovation of payment technology. Today, our global footprint extends across 40+ countries, supported by a dedicated team of over 400+ experts. We process billions of transactions annually, providing businesses with a comprehensive payment solution through a single provider.

Our approach continuously sets new industry benchmarks and reflects our commitment to leading the market with self-developed, cutting-edge technologies. We support a wide range of industries, including retail, finance, hospitality, and more, with operations all over the globe.

About the role:

To support our rapid growth, we are seeking a motivated Technical Support Analyst for our regional office in Phoenix, Arizona 85006. The main responsibility is to support a diverse customer base and provide end-user support related to our proprietary POS software and hardware, as well as software support for e-commerce merchants.

Joining a close-knit team, this is an exciting opportunity to advance your career in the Technology & Payments industry. Business hours are from 8:30 AM to 5:00 PM Monday to Friday and we currently have a hybrid policy in place offering 2 days (Wed/Thurs) work from home and 3 days in the office (Mon/Tues/Fri).

Role responsibilities:

Key responsibilities include, but not limited to:

• Responding to customer or user inquiries via phone, email.

• Diagnosing and resolving software, hardware, or network-related issues
• Providing step-by-step guidance on product usage and installation
• Monitoring system performance and identifying areas for improvement
• Escalating complex issues to higher-level support or development teams
• Documenting solutions and maintaining a knowledge base for future reference
• Collaborating with other departments, such as engineering or development, to address ongoing or recurring issues

Experience/ Skills required:

The role will ideally suit candidates with a background in the Payments industry. We are also open to receiving applications from entry level candidates who have studied Computer Science/ Networking/ Information Systems and are looking for their first opportunity in the technology space.

In addition, you will have:

• Bachelor's Degree from an accredited University.
• Legal right to work in the United States (no sponsorship)
• Proficient oral and written communication skills
• Sensitivity to customer needs and exhibit responsiveness
• Problem solver attitude with a good attention to detail
• Willingness and enthusiasm to learn new systems
• Understand core concepts of technology hardware logistics

Benefits on offer:

We value our employees and offer competitive benefits, including:

• Competitive salary
• Hybrid work (currently following hybrid work model; mandatory 3 days work from office Monday, Tuesday, and Friday)
• Career development and long-term career opportunity
• Medical, Dental, Vision, Life, and matching 401K
• Diverse, energetic and friendly team environment

Why join us?

At Windcave, you will have the opportunity to grow, develop, and be part of a company that values your contributions. We are committed to providing:

• A supportive and inclusive environment
• Career development and learning opportunities
• Exciting and challenging projects
• On going training and support

If you are passionate about payment industry, eager to make an impact and ready for your next challenge, we d love to hear from you. Apply today and be part of something great!

Windcave is an Equal Opportunity Employer and committed to building a diverse workforce.