Product Specialist Hardware

About the role

Our Product Specialist team sits at the intersection of hardware, software, and the merchants who rely on our products every day. We work closely with Product, Engineering, and customer-facing teams to make sure our technology actually works in the real world - not just in theory. As we scale new products and expand our hardware portfolio, this role exists to keep quality high, issues resolved fast, and our internal teams equipped with the knowledge they need. If you enjoy getting to the root of a problem and making things run more smoothly, this is a team you'll feel at home in.

Responsibilities

• Troubleshoot and resolve hardware and software bug reports raised by merchant-facing teams, keeping impact on merchants to a minimum
• Spot recurring issues, document them clearly with reproduction steps and supporting evidence, and escalate to the right team
• Provide frontline technical support and onboarding for early-stage products, helping merchants get up and running quickly
• Deliver training sessions to customer support teams to increase their confidence and autonomy when helping merchants
• Maintain clear documentation of investigations, resolutions, and escalation processes to improve how the team handles future cases
• You'll be great for this role if...
• Experience in a hands-on technical support or onboarding role, ideally working with SaaS or hardware products
• Strong troubleshooting ability across software, hardware, and peripheral integrations, with a track record of diagnosing issues accurately
• Comfort working in fast-moving, ambiguous environments where processes are still being built
• Ability to communicate complex technical issues clearly to both technical and non-technical audiences
• Experience using cross-functional tools such as CRM systems, ticketing platforms, or data dashboards
• Why you should join SumUp
• 🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Barcelona office. This involves an office-first setup
• 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
• 🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success
• 📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education
• 🏖 Generous time off: enjoy 23 days of paid leave plus public holidays and special leave days
• 🥗 Subsidised restaurant tickets (Edenred) and office breakfast on Mondays
• 🌴 Break4me: 1-month sabbatical after 3 years of service
• 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
• About SumUp
• Be empowered to do more that matters.
• At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
• Job Application Tip
• We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.

Benefits

Additional Information

Product Specialist (Hardware)

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