Head of Customer Support & Service

Role: Head of Customer Support & Service (Technical Lead) Company: PAYTAG Tech Stack: Embedded Linux, Windows, IoT, GCP, RFID, Enterprise Networking

Who We Are Paytag builds self-checkout, RFID, and retail automation systems. We connect physical hardware to cloud services in real time, deploying inventory management systems, security gates, and kiosks in live retail stores. Our stack spans embedded Linux devices, IoT protocols, and GCP-hosted services. We ship technology that exists in the real world, not just the cloud.

The Role We are looking for our first Head of Customer Support & Service. This is a hybrid role bridging systems engineering and technical leadership: you will solve complex integration issues hands-on while building the operations, processes, and team that will scale the department.

Core Responsibilities

• Technical Troubleshooting: Diagnose and resolve complex networking, hardware, software and integration issues across live production on-site environments.
• Systems Management: Design, deploy, and support enterprise networks and Linux/Windows operating systems at customer sites.
• Operations Building: Establish the service operation from scratch, including ticketing systems, SLAs, escalation paths, and on-call coverage.
• Automation: Write scripts to streamline software deployments, system monitoring, and operational workflows.
• Cross-Functional Alignment: Lead on-site technical rollouts, serve as the primary customer liaison during escalations, and channel field insights back to R&D and Product.
• Team Leadership: Hire, train, and manage the technical support team as the company grows.

Requirements

• Experience: 2+ years in advanced technical support (Tier 2/3), including 2+ years in a management or team lead role.
• Enterprise Networking: Experience with communication protocols (TCP/IP, DNS, DHCP, Firewalls).
• OS & Scripting: Hands-on administration of operating systems, plus automation skills (Bash, Python, or equivalent).
• Service Operations: Proven track record of building or scaling support processes, customer training, KPIs, and ticketing workflows.
• Soft Skills: High ownership and service mindset, excellent communication, and the ability to maintain a cool head with stressed customers.
• Logistics: Valid driver’s license, personal vehicle for independent customer site visits, and availability for on-call duties (stores operate past 5 PM).

Bonuses

• Experience with combined hardware and software products in retail, POS systems, RFID, or self-checkout.
• Hands-on experience with Docker, REST/WebSocket APIs, log analysis and databases.
• Familiarity with ClickUp, Jira Service Management, or similar tools.
• Experience delivering customer training and technical onboarding.

Why Paytag? A real chance to build a department from the ground up, shape the product, and grow with a company deploying tangible technology in the real world.