Technical Support Specialist

Payments Technical Support Specialist

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ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self‑serve kiosks, memberships, digital waivers, and more. We are a fast‑growing global company with customers in over 30 countries and a wide array of industries such as theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks – just to name a few.

At the heart of ROLLER is our team of 300+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. Most of all, we love what we do, and we’re looking for like-minded people to join us on this amazing journey.

We’re on the hunt for a highly organized and collaborative technical expert to join us as our new Payments Technical Support Specialist in the US. You will be instrumental in developing and maintaining processes for support escalations, delivering solutions to the most complex customer problems, be an escalation point for queries, assist the customer success teams, and create documentation and learning materials for our financial service products.

You’ll be heralded for your ability to solve customer problems, constantly challenged by new and emerging problems and will be instrumental in designing updates, materials and solutions for customers. It’s an opportunity to make the role your own and truly advance your career in payments or develop a payments specialization. Apply and learn knowledge of global payment solutions coupled with SaaS/Fin‑Tech experience to make a significant impact at ROLLER.

• Respond to all Level 3 support escalations via our help desk
• Assist customer teams design and implement resources to help customers and internal teams understand payments
• Communicate with clients and manage escalations around funding and transaction exceptions
• Develop and maintain a level of expertise regarding ROLLER’s operations process as well as technical and software capabilities
• Coordinate with internal support, implementation, customer success, account management and sales teams to ensure client escalations are resolved
• Develop and deliver all processes and documentation relating to Payments support
• Provide key input into overall payments strategy, raising key improvements and investment required to improve ROLLER payment operations and efficiency

You've been there, done that and have a bias for action and results. You're a mentor who supports customer success members in responding to technical requests and bring organizational abilities to ensure we solve problems once.

You’ll also bring:

• At least 3+ years of in‑depth knowledge of payment solutions and/or finance industry products and systems
• Advanced Excel and/or data analytics skills
• Prior SaaS experience working in customer support with technical products
• Outstanding interpersonal, influencing, verbal, and written communication skills
• Proven experience in defining and achieving innovations and improvements to support systems
• You bring a strong work ethic with superior time management abilities
• You are someone who obsesses over customer success with a passion for customers and business
• You are a self‑starter and navigate blockers with initiative

• You get to work on a category‑leading product that customers love in a fun, high‑growth industry – check our Capterra and G2 reviews.
• 4 ROLLER Recharge days per year (four additional days of leave we all take off together as a team to rest and recuperate)
• Engage in our “Vibe Tribe” – led by our team members; you can contribute to company‑wide initiatives directly. Regular events and social activities, fundraising and cause‑related campaigns… you name it. We’re willing to make…