Hardware Product Support Specialist

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 200+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most :  improving the quality of patient and resident care.

We’re looking for our next dedicated and adaptable Hardware Product Support Specialist to join our Customer Support.  Reporting to the Team Lead, Hardware and POS Support, you’ll be the go-to subject matter expert for complex hardware integrations, configurations, and technical troubleshooting to ensure excellent product delivery for our growing customer base.

A day in the life as a Hardware Product Support Specialist :

• Be the subject matter expert – Serve as primary contact for escalated hardware and POS-related support tickets, Diagnose and resolve technical issues with printers, terminals, tablets, and POS systems
• Problem solve hardware issues – Troubleshoot complex hardware configurations, network issues, and device integrations, and provide expert-level guidance on hardware specifications, compatibility, and optimal setup
• Ensure delivery to customers – Prepare POS / Hardware shipments for delivery, provide technical consultation during deployment planning for high-priority accounts, and assist with complex hardware configurations for white-glove customer implementations
• Improve the support process – Document solutions and create knowledge base articles for common issues and review and validate hardware specifications for proposed solutions
• Collaborate cross-functionally – Work cross-functionally with product and engineering teams to resolve systemic issues, and partner with implementation team on network architecture and device management
• Consult on pre-sales – Support on-site visits when advanced technical expertise is required, provide technical guidance during sales discovery calls, and consult with prospects on hardware requirements and technical feasibility

If the below describe your knowledge, experience and character, this role could be for you :

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!

More to love about working at MealSuite :

Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can bring their best every day.

This role will require you to work in our office located in Dallas at least 4 days a week.

Have we got your attention? Great! Here’s what’s next :

Apply today with your resume and answers to our application questions.

We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better.  We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person.  If there’s a delay in our response, please don’t think we’ve forgotten about you.  We may be taking our time to thoroughly review each candidate before deciding who to interview.

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact accommodations@mealsuite.com.