Technical Support Specialist Jobs in Ohio

About VTM Vending

VTM Vending builds, deploys, and supports unattended retail machines and the software that runs them. The hardware, the software, the payment integration, and the support all come from the same company, so a problem never gets handed between vendors.

Operators run their machines from a web portal or their phone: pricing, planograms, inventory, and real-time sales. We are an official Nayax OEM partner, and our hardware platform was co-developed with our manufacturing partner rather than white-labeled out of a catalog.

Our customer base is composed of small business owners, people running vending routes as their primary income or building one alongside a day job. When a machine goes offline or a payment doesn’t settle, that’s not an inconvenience for them; it’s revenue. Which is why support isn’t a side function at VTM. It’s the product.

Position Overview

VTM Vending is hiring a Technical Support Specialist focused on hardware. This is a support role: you will help operators by phone, chat, email, and video diagnose and fix problems with our vending machines, the Android boards that run them, and the Nayax payment terminals that take payment. You will also be the escalation point when Tier 1 cannot resolve a hardware, connectivity, or payment issue.

The role is based in our Solon, OH office, and all support is delivered remotely. There is no field work or travel. You will not be at the machine, so you will diagnose through the customer: guiding them through checks, reading device logs, and reviewing photos and video.

No one knows our machines on day one, and we do not expect you to. We need someone who has already supported hardware remotely and knows how to isolate a fault through someone else’s hands, so that within your first 90 days you are closing hardware escalations on your own.

Key Responsibilities

Remote Hardware Support & Escalation

• Own escalated hardware, connectivity, and payment tickets from Tier 1 through to resolution, including root cause and follow-up, until the customer confirms the machine is running.

• Guide operators through on-site checks by phone or video: what to inspect, reseat, measure, or photograph, so the fault is isolated before a part ships.

• Diagnose machine hardware faults remotely: power supplies, wiring and connectors, vend motors, sensors, locks, and dispensing mechanisms. Determine whether an issue is hardware, connectivity, or software before dispatching a part.

• Troubleshoot the Android boards and machine application remotely: firmware and app updates, permissions, logs, resets, and peripherals paired over USB, serial, or Bluetooth.

• Troubleshoot Nayax and other cashless payment terminals: pairing with the machine, configuration, declined or unsettled transactions, and Wi-Fi and cellular SIM connectivity.

Team Support & Process Improvement

• Flag recurring hardware failures seen in tickets and report the pattern, with evidence, to our product team and manufacturing partner.

• Serve as the hardware resource for Tier 1 agents; coach on troubleshooting approach rather than simply taking over the ticket.

• Write and maintain Intercom macros, saved replies, and knowledge base articles so recurring hardware issues are resolved correctly at Tier 1.

• Review and improve AI-agent and chatbot responses on hardware and payment topics, flagging where automation answers incorrectly or escalates unnecessarily.

• Document issues, resolutions, and diagnostic steps in the ticketing system so another agent can pick up the issue without calling you.

• Support new machine setup, configuration, and first-boot issues remotely.

Qualifications

Experience

• Required: 2+ years of technical support (phone, chat, or remote) where hardware or connected devices were a core part of the work. Vending, kiosk, POS, payment terminal, ATM, IoT, consumer electronics, or appliance support all qualify.

• Required: experience walking a non-technical customer through a remote hardware diagnosis and isolating the fault to a specific component or cause.

• Strongly preferred: experience with Android devices or embedded Android boards, including logs, ADB, and app installs.

• Strongly preferred: experience with Nayax, PayRange, or other cashless payment terminals or vending telemetry.

• Preferred: 1+ year handling escalated or Tier 2 level issues.

• Preferred: experience writing troubleshooting guides or coaching other support agents.

Technical Skills

Strength in at least three of the following is expected:

• Ticketing and customer messaging platforms (Intercom, Cntrl, Zendesk, or similar)

• Remote support and diagnostic tools, including video calls with customers at the machine

• Electromechanical troubleshooting: power supplies, wiring and connectors, motors, sensors, solenoids and locks, and dispensing mechanisms

• Reading wiring diagrams or schematics and walking a customer through basic multimeter checks

• Android: app install and update, ADB and logcat, permissions, factory reset, and pairing peripherals over USB or Bluetooth

• Cashless payment and vending telemetry systems (Nayax, PayRange, or comparable), including card reader to machine integration

• Basic networking: Wi-Fi, cellular/SIM connectivity, IP configuration, connectivity troubleshooting

• Google Workspace or Microsoft Office, including spreadsheets for tracking failure patterns

Skills & Competencies

• Clear written and verbal communication; able to explain a hardware fault to a non-technical operator and de-escalate without over-promising.

• Systematic troubleshooting: isolates one variable at a time instead of guessing.

• Ownership mentality: follows an issue to resolution rather than passing it along.

• Organized, with documentation habits another agent can rely on.

• Able to manage several open escalations at once without losing track of any.

• Learns unfamiliar hardware fast from documentation, photos, and logs.

• Works effectively with product, engineering, and outside vendors, including our manufacturing partner and Nayax.

Physical & Work Environment

• Ability to lift up to 50 pounds.

• In-office at our Solon, OH location. All support is remote; no travel or field work.

Schedule

• Full-time, 40 hours per week.

• Core schedule Monday through Friday, 10:00 AM to 6:00 PM Eastern, with shift flexibility to help cover VTM’s published support hours.

• Occasional weekend or after-hours escalation coverage.

• In-office, based at our Solon, OH location.

How You Work

VTM runs on five values. They are how we hire, and how we evaluate once you are here.

Clear Communication. You tell a customer what you know, what you do not know yet, and when you will follow up. Your ticket notes let the next person pick the issue up without calling you.

Respect. You coach a Tier 1 agent instead of taking the ticket from them, and you stay level with a customer who is not.

Own the Outcome. An escalation is yours until it closes. A part on order or a vendor who has not replied is still your open item.

Company First. You fix the article, the macro, or the root cause so the next twenty tickets never reach a person, even when working tickets one at a time would look busier.

Relentless Curiosity. You want to know why the board stopped talking to the card reader, not just that a reboot fixed it.

What We Offer

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Paid holidays

• Life insurance

Pay: $25.00 - $35.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: In person