Software Support Technician

$2000 Sign-On/Retention Bonus

$49,000-$60,000 Starting Salary Range

Company Description

Pocket Systems, LLC provides scalable, enterprise-level point-of-sale (PoB/PoS) and club management technology specifically developed for the cabaret industry. Their solutions include seamless chargeback handling, fail-safe network operations, and flexible payment options for businesses, including traditional purchase, leasing, and promotional benefits covering equipment, installation, and training. Pocket Systems’ flagship product, Pocket Ultra Club, is designed to power the business operations of entertainment venues with efficiency and reliability.

Role Description

This is a full-time, remote role for a Software Support Technician. The Software Support Technician provides technical assistance and troubleshooting support for Pocket’s software applications and related systems. This role serves as a primary point of contact for users experiencing software issues, ensuring timely resolution, system reliability, and a high level of customer satisfaction. The technician diagnoses problems, documents solutions, escalates complex issues when necessary, and assists with software deployments, updates, and user training.

Essential Duties and Responsibilities

• Serve as first- and second-level technical support for software applications, systems, and integrations including network connectivity issues
• Receive, log, track, and resolve software-related issues via ticketing systems, email, phone, or chat
• Diagnose and troubleshoot application errors, configuration issues, access problems, and performance concerns
• Reproduce reported issues to identify root causes and recommend corrective actions
• Escalate unresolved or complex issues to engineering or development teams with detailed documentation
• Install, configure, test, and support software updates, patches, and new releases
• Assist users with account setup, permissions, and access controls in accordance with security policies.
• Maintain accurate records of incidents, resolutions, and known issues in knowledge bases or documentation systems
• Collaborate with product, engineering, and QA teams to improve software quality and user experience.
• Provide basic user training, guidance, and best-practice recommendations for supported software.
• Monitor system alerts and logs to proactively identify and address potential issues
• Follow established procedures, service-level agreements (SLAs), and escalation protocols
• Ensure compliance with data protection, security, and confidentiality requirements
• Participate in testing, documentation, and continuous improvement initiatives related to software support operations
• All other duties as assigned

Qualifications

• 1–4 years of experience in software support, technical support, help desk, or SaaS customer support strongly desired
• Experience working with customers or internal stakeholders in a technical support role
• Ability to clearly document issues, troubleshooting steps, and resolutions and maintain call logs
• Experience supporting cloud-based or web-based applications desired
• Familiarity with ticketing systems (e.g., Jira, Zendesk, ServiceNow, Freshdesk) desired
• Basic understanding of software development lifecycles (SDLC) and release processes desired

Required Soft Skills

• Strong problem-solving and analytical skills
• Excellent verbal and written (texting) communication skills
• Customer-focused mindset with the ability to explain technical concepts to non-technical users
• Ability to manage multiple tickets and priorities in a fast-paced SaaS environment
• Attention to detail and strong documentation habits
• Ability to work independently and collaboratively within cross-functional teams

Technical Skills

• Familiarity with Point-of-Sale (PoS) systems
• Understanding of SaaS architectures and cloud environments (e.g., AWS, Azure, GCP concepts) desired
• General knowledge of web technologies such as HTTP/HTTPS, REST APIs, JSON, and authentication methods desired
• Basic troubleshooting of databases, logs, and application configurations desired
• Ability to read and understand basic technical documentation or code snippets desired (no coding required)

Education and Experience

• High school diploma or GED required with Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent practical experience desired
• Work experience with restaurant, hospitality, casino, or entertainment industry POS systems or experience in other high volume, demanding customer-oriented IT environment desired

Work Environment/Remote Work Requirements

• Remote requiring ability to maintain a professional, silent environment during shift hours
• Stable broadband internet connection with sufficient bandwidth for VoIP, screen sharing, and ticketing systems
• Reliable personal laptop or desktop computer (Windows or macOS) meeting minimum system requirements (details provided upon hire)
• Ability to install and securely use company-approved software and security tools
• Reliable mobile phone with voice and SMS/text messaging capability for work-related communications with customers and to support team communications, alerts, and customer escalations during scheduled and on-call work hours

Sign-On/Retention Bonus

Bonus paid in three installments: $250 after 90 days, $500 after 6 months, $1250 after 1 year

Locations

Corporate 9800 Hillwood Parkway, Ste. 140, Fort Worth, Texas 76117

Distribution 1041 Greengrass Drive, Ste. O40, Houston, Texas 77008

To Apply Email resume to supportteam@pocketsystems.com