Support Technician

Job Title: Support Technician (1 to 4 Years Experience)

Company:

Working Hours:

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, youll have the opportunity to work with innovative technology, collaborate across international teams, and make a direct impact on our customers’ success.

Role Overview

Support Technician

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.