About this role
Department: Field Technician Support Type: 1099 Contractor (Remote with On-Call Availability) Reports to: Dispatch & Quality Assurance Manager
About the RoleThe Senior POS Support & Quality Technician acts as a real-time technical mentor for on-site 1099 technicians performing POS installations and troubleshooting. This role supports field technicians primarily handling Cake and Clover POS jobs, ensuring excellent quality, correct installation standards, and first-visit resolution.
Key Responsibilities Provide live remote support to on-site technicians via phone, video call, and chat during weekday and weekend dispatch hours. Guide technicians step-by-step through Cake and Clover POS setups, configuration, networking, cabling, and peripheral integrations. Help identify missing requirements before installation (network readiness, cabling, ports, router access, account credentials, etc.). Review site images/video shared by techs to validate quality and installation standards. Diagnose issues and provide solutions quickly to avoid second visits. Validate test transactions, printer mapping, cash drawer connectivity, and terminal activation. Document recurring issues and propose best-practice improvements for dispatch and QA teams. Update internal notes after each support session for tracking and performance insights. Maintain a positive, professional, and proactive tone with technicians at all times.Requirements
Required Experience & Skills 3+ years of hands-on installation and troubleshooting of POS systems — must include Cake and Clover. Solid understanding of networking: static/dynamic IPs, LAN/WAN, routers, switches, port forwarding, and Wi-Fi connectivity. Experience guiding others remotely or training field technicians. Excellent communication skills in English — clear, calm, structured, and instructional. Ability to think on your feet and provide solutions in high-pressure environments. Ability to request photos/videos tactfully and confidently to ensure quality compliance. Strong notes, documentation, and escalation habits. Preferred Experience with other POS brands (Toast, Lightspeed, Square, etc.). Bilingual English/Spanish. Availability Must be able to respond quickly during assigned shifts. Must have stable internet and a quiet workspace for support calls.