Product Specialist - Hardware

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 33 countries around the world rely on SumUp to get paid. To get there, we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

This role brings together hands-on expertise in POS software, payment hardware, and peripheral integrations, along with strong communication skills, to support our Merchant-Facing teams and EPD. The specialist builds a solid understanding of payment terminals, printer and scanner compatibility, and how hardware and software work together in real-world merchant environments.

The team also plays a key role in supporting new and complex products, helping guide them from early rollout through to full adoption in our core operations. Acting as a friendly bridge between new ideas and scalable solutions, the role works closely with Product, Engineering, and operational partners to support merchant onboarding, resolve issues quickly, and share practical feedback that helps improve our products over time.

Core responsibilities:

• Troubleshoot and resolve bug reports raised by Merchant-Facing teams promptly, ensuring minimal impact on merchant operations.
• Identify recurring issues and patterns, document them with clear reproduction steps, supporting evidence, and relevant context, and escalate to the appropriate team for resolution.
• Address daily questions and requests from stakeholders across multiple teams, providing accurate and timely responses.
• Maintain clear documentation of investigations, resolutions, and escalation processes to improve future handling of similar cases.
• Provide frontline onboarding and technical support for early-stage products.
• Provide Upskilling training to our Customer Support teams, to increase their autonomy when assisting merchants and ensuring accurate escalations.
• Troubleshoot and escalate technical or operational issues for early stage products to Product and Engineering.

What we’re looking for

• Demonstrates a solid understanding of the Sumup products supported (features, setup, common issues) and can independently handle at least most of standard process and troubleshooting cases.
• Consistently delivers clear, structured feedback to Product and Engineering, meeting documentation standards (impact, reproduction steps, data).
• Directly contributes to achieving agreed activation milestones for early adopters, through proactive engagement and issue resolution.
• Builds strong working relationships with Product, Engineering, and merchant-facing teams, participating effectively in weekly syncs and becoming a reliable point of contact for early-stage and Sumup product needs.
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Why you should join SumUp:

🌎Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Barcelona office. This involves an office-first setup

🥗 Restaurant tickets 

🌈 Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

📚 A dedicated annual L&D budget of €2000 for attending conferences and/or advancing your career through further education

🔄 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp

🔗 Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate. 

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.