Technical Support Specialist, ROLLER
POS, SaaS
More information about location
Management software for the leisure industry
Job no longer available
Management software for the leisure industry
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- You must have experience working in a similar role within a SaaS or POS Payments business
- Whilst the role is fully remote, you will be located on the West Coast or comfortable working that timezone
- Formal IT qualifications, bonus if you have a bachelor’s degree in a related field
- Experience using ticketing systems - we use Zendesk
- Extra points if you bring troubleshooting experience working with payments systems as well as API’s
- 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
What the job involves
- Bringing previous experience working with Point Of Sale (POS) Payments or within a SaaS company, you will be responsible for providing technical product support to our customers across the North American region
- 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
- As you will be working within a global team of all remote workers, you will be able to manage your time, follow agreed support processes and ensure you regularly communicate with the wider team
- You will be working both weekend days, Wed-Sun 10am-6pm Eastern Time
- You will be the first point of contact for our customers - answer incoming calls, responding to tickets and engaging customers via live chat
- Consult with customers to provide information about our products and platform builds
- Learn our platform inside out, and be hands-on with the platform configuration
- Be hands-on with troubleshooting technical hardware issues that occur with payment and POS terminals
- Document, submit and track platform bugs until they are resolved (We use JIRA!)
- Various administrative duties including market research, internal processes and ensuring consistency with the global team
- Deliver excellent customer service at all times
- Work closely with our AWESOME team to ensure our customers have remarkable experiences
Application process
- 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
- Interview with the Director of Support
- You'll get to meet with the Director of Support to learn more about the role & ROLLER whilst also talking through your experience in more detail
- 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!
- Offer
- If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join!
Our take
When it comes to digital tools, the leisure industry has been somewhat left behind. So businesses operating attractions generally have to cobble together solutions from ill-fitting CRMs, ticketing systems and spreadsheets. ROLLER exists to improve this situation by providing an all-in-one platform for managing guest experiences at attractions from trampoline parks to medieval fairs.
ROLLER is unique in its focus on the leisure and attractions industry, and its platform is highly regarded within the sector for its speed, flexibility and reliability. It is used by its customers to manage over 100 million visitors per year at over 1000 attractions, with billions of dollars in transactions annually.
Over the years, ROLLER has strengthened its position through collaborations, the raising of substantial funds and extensive R&D. In 2025, for example, the company secured $50 million to invest in AI innovation. It also acquired BookNow Software, a UK-based CRM-native booking and operations platform, which strengthens support for its European customers.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2025
$54.2m
LATE VC
Nov 2023
$55.2m
SERIES C
Total funding: $139.9m
Company benefits
- Four ROLLER Recharge days per year (that is four additional days of leave that we all take off together as a team to rest and recuperate)
- Claim up to $120 work-from-home expenses per month
- 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers
- Free Medical Insurance
- 401(k) Plan
- 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 well-being, access to coaching, education modules, weekly webinars, and more
- Work with a driven, fun, and switched-on team that likes to raise the bar in all we do
- Individual learning and development budget plus genuine career growth opportunities as we continue to expand!
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Luke Finn
(Co-Founder & CEO)Prior to co-founding ROLLER they were an Analyst at Fulton Hogan.
Mark J Finn
(Co-Founder & CFO)Currently also a Mentor at Techstars and a Member of the Tech Council of Australia. Was previously Global Transformation Advisor at PwC. Before that was an Analyst for Macquarie Group.
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