This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier I Technical Support Specialist — Smart Cooler Vending based in the United Arab Emirates. This is a fully remote technical support role focused on helping operators successfully run smart cooler vending equipment.
About the Role
Core Focus: First point of contact for technical questions on connected machines, apps, and payment readers
Work Model: Fully remote, full-time position
Team Structure: Working closely with a Tier II technical team for deeper diagnosis
Compensation: $17–$27 USD per hour
 Career Opportunity in Remote Technical Support & IoT
Location Flexibility: Fully remote, open to candidates in the United Arab Emirates
Hands-On Technology Exposure: Smart vending technology, connected devices, and payment systems
Structured Process: Following defined support processes with clean handoffs to Tier II
Career Growth: A genuine entry point into IoT-connected equipment and technical support careers
Position Overview
This Tier I Technical Support Specialist role involves receiving and responding to technical support requests, identifying issue categories, and gathering relevant customer and machine information. You will guide customers through approved first-line troubleshooting, assist with onboarding and app navigation, gather connectivity and payment transaction information, and escalate issues with complete, structured handoffs to the Tier II team.
Why This Role Matters:Â As Tier I Technical Support Specialist, you become the first point of contact helping operators successfully run smart cooler vending equipment, build hands-on experience with connected devices, mobile apps, and payment systems, apply structured troubleshooting and documentation skills across a real-world IoT technology platform, work closely with a Tier II technical team to develop escalation and diagnostic judgment, and gain practical experience that opens doors across technical support, IoT, and connected equipment careers.
Key Responsibilities
Customer Support Intake & Issue Documentation
- Receive and respond to technical support requests through approved channels
- Identify issue categories and gather relevant customer and machine information
- Capture machine IDs, error messages, screenshots, and troubleshooting history
Troubleshooting & Onboarding Support
- Guide customers through approved first-line troubleshooting procedures, including app checks and power cycles
- Assist customers with routine setup, onboarding, app navigation, and inventory management
- Collect connectivity information, including cellular, Wi-Fi, Ethernet, and router details
Payment Support & Escalation
- Help identify whether transaction issues originate within the application or payment ecosystem
- Communicate calmly and professionally, providing realistic next steps to customers
- Escalate issues exceeding Tier I scope with complete, structured handoffs to Tier II
- Maintain accurate support records distinguishing confirmed facts from assumptions
Qualifications & Requirements
Experience Requirements
- 1–3 years of relevant experience in technical support, customer support, help desk, or field-service coordination
- Basic understanding of smart devices, mobile applications, connected equipment, and connectivity types
Essential Skills
- Ability to follow structured troubleshooting checklists carefully and methodically
- Strong written and verbal communication skills, translating technical instructions into simple language
- Strong attention to detail and accurate documentation abilities
- Calm, patient, and professional demeanor with frustrated customers
- Comfortable escalating issues appropriately rather than guessing
Preferred Qualifications
- Background in vending operations, unattended retail, POS or payment-reader support, or basic networking troubleshooting
About This Opportunity
This role offers hands-on exposure to smart cooler vending technology, connected equipment, app-based platforms, and payment systems, with the opportunity to develop practical experience across customer technical support, IoT-connected equipment, and structured escalation workflows. This position is listed on behalf of a partner company through Jobgether, which uses an AI-powered matching process to review applications quickly and fairly, sharing a shortlist directly with the hiring company for final decisions.
Career Excellence: Build hands-on technical support experience with smart vending and IoT-connected equipment, fully remote.
Who Should Apply?
- Technical/Customer Support Professionals: With 1–3 years in help desk or customer-facing roles
- IoT-Curious Candidates:Â Interested in learning smart vending and connected equipment technology
- Detail-Oriented Documenters:Â Comfortable capturing accurate troubleshooting records and evidence
- Patient Communicators:Â Calm and professional when supporting frustrated customers
- Networking-Familiar Technicians:Â With basic Wi-Fi, Ethernet, or cellular connectivity knowledge a plus
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