Product Specialist Hardware

Product Specialist (Hardware)

About the team

Our Product Specialist team sits at the intersection of hardware, software, and the merchants who rely on our products every day. We work closely with Product, Engineering, and customer-facing teams to make sure our technology actually works in the real world — not just in theory. As we scale new products and expand our hardware portfolio, this role exists to keep quality high, issues resolved fast, and our internal teams equipped with the knowledge they need. If you enjoy getting to the root of a problem and making things run more smoothly, this is a team you'll feel at home in.

What you'll do

Troubleshoot and resolve hardware and software bug reports raised by merchant-facing teams, keeping impact on merchants to a minimum

Spot recurring issues, document them clearly with reproduction steps and supporting evidence, and escalate to the right team

Provide frontline technical support and onboarding for early-stage products, helping merchants get up and running quickly

Deliver training sessions to customer support teams to increase their confidence and autonomy when helping merchants

Maintain clear documentation of investigations, resolutions, and escalation processes to improve how the team handles future cases

You'll be great for this role if…

Experience in a hands-on technical support or onboarding role, ideally working with SaaS or hardware products

Strong troubleshooting ability across software, hardware, and peripheral integrations, with a track record of diagnosing issues accurately

Comfort working in fast-moving, ambiguous environments where processes are still being built

Ability to communicate complex technical issues clearly to both technical and non-technical audiences

Experience using cross-functional tools such as CRM systems, ticketing platforms, or data dashboards

Why you should join SumUp

🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of busin