About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — just to name a few!

At the heart of ROLLER is our team - which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us and we are well on our way toward becoming a global success story. But most of all, we love what we do and we are looking for like-minded people to join us on this amazing journey!

About the Role

We are seeking a passionate Enterprise Technical Support Specialist to join our growing global Customer Support Team. Bringing previous experience working with Point of Sale (POS) Payments or within a SaaS company, you will be responsible for supporting our largest customers and deliver exceptional service to ROLLER’s most critical customers. You will become an expert in your platform and use prior knowledge from working in a SaaS company to troubleshoot questions from our customers and provide timely & quality responses to them.

This role requires excellent communication, technical and collaboration skills to ensure the team's success and our customer’s success.

What You’ll Do

Customer Advocacy & Support Operations

• Become a Trusted Advisor for Priority Support Clients.
• Ensure prompt, effective resolution of high-priority tickets while maintaining excellent communication with stakeholders.
• Proactively monitor key account health and partner with Customer Success Managers (CSMs) and Product/Engineering on known issues.
• Monthly meetings with Priority Support Accounts to ensure their success and meet KPI/SLA requirements.
• Stay informed on new feature releases and how they might impact your client’s processes.

Process Improvement & Quality Assurance

• Identify recurring problems and contribute to root-cause analysis and process enhancements.
• Collaborate with our Technical Writing team to create internal playbooks for Priority Support accounts and Resolution Guides to help us scale our support into the future.
• Help maintain and improve SOPs, workflows, and knowledge base documentation related to priority support functions.

Cross-Functional Collaboration

• Raise issues internally on behalf of the Enterprise Support clients to advocate for customers and resolve complex technical issues.

About You

You’ve been there, done that, and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact. But you also bring:

• You must have experience working in a similar role within a SaaS or POS Payments business.
• In-depth and demonstrable experience with API troubleshooting
• Skilled at engaging in complex technical discussions with business owners and executive stakeholders to align solutions with strategic goals.
• Ensure prompt, effective resolution of high-priority tickets while maintaining excellent communication with stakeholders.
• Proactively monitor key account health and partner with Customer Success Managers (CSMs) and Product/Engineering on known issues.
• While the role is hybrid, you will be located in Austin, Texas.
• Formal IT qualifications, bonus if you have a bachelor’s degree in a related field.
• 2+ years proven experience working with Enterprise customers in a software or technology environment.
• Experience working with Slack, JIRA, Google Sheets, Salesforce.
• Strong written & verbal communication skills.
• You will be very tech-savvy and able to pick up new tools very quickly.
• Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment.
• You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow.
• Great customer service skills; demonstrated experience is a must!
• High level of organizational skills and time management skills.
• Strong attention to detail.

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry — check our Capterra and G2 reviews.
• 4 Weeks of Annual Leave and 4 ROLLER Recharge days per year (that's 4 additional days of leave that we all take off together as a team to rest and recuperate).
• Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
• Team Member Assistance Program to proactively support our team's health and wellbeing — access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

What You Can Expect

1. Initial call with our Talent Acquisition Manager

You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.

2. Interview with the Hiring Manager

You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.

3. Assessment

You’ll complete a short exercise designed to help us better understand your approach to supporting customers and how you think through real-world scenarios.

4. Loop Interviews

This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!

5. Offer

If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!

Create a Job Alert

Interested in building your career at ROLLER? Get future opportunities sent straight to your email.

Create alert

Apply for this job

------------------

• indicates a required field

Autofill with MyGreenhouse

First Name*

Last Name*

Preferred First Name

Email*

Phone

Country

Phone

Resume/CV

AttachAttach

Dropbox

Google Drive

Enter manuallyEnter manually

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

AttachAttach

Dropbox

Google Drive

Enter manuallyEnter manually

Accepted file types: pdf, doc, docx, txt, rtf

---

Website

LinkedIn Profile

Are you available to work onsite three days per week?*

Select...

Do you currently live in Austin, Texas?*

Select...

What are your salary expectations?*

Do you have in-depth and demonstrable experience with API troubleshooting?*

Select...

Submit application