Technical Support Specialist

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: TYPE OF WORK

Full Time

: SALARY

$1000/month

: HOURS PER WEEK

37

: DATE UPDATED

Sep 11, 2026

JOB OVERVIEW

Pro Coffee Gear | Full-Time | Remote

About Pro Coffee Gear

Pro Coffee Gear is a fast-growing coffee equipment company serving home enthusiasts, cafés, restaurants, and hospitality businesses across the U.S. We sell professional espresso machines, grinders, brewers, and related equipment, while also supporting customers through technical troubleshooting, warranty, installation, and service.

About the Role

We’re looking for a *Technical Support Specialist* to join our Customer Support team and become the first technical point of contact for customers experiencing equipment issues.

This is a *technical support and troubleshooting role, not a field technician position*. You’ll work remotely with customers by phone, email, and messaging to understand equipment issues, walk customers through troubleshooting, identify likely causes, and determine when a case needs to be escalated to our service technicians or manufacturers.

The right person is naturally curious, comfortable troubleshooting mechanical/electrical equipment, and able to explain technical information clearly to customers who may have little technical experience.

What You'll Do

- Provide technical support for espresso machines, grinders, brewers, and related coffee equipment
- Handle technical calls and support requests through Front and Quo
- Troubleshoot equipment issues by asking the right diagnostic questions through video calls
- Guide customers through basic troubleshooting steps remotely (good written english)
- Identify likely causes of issues and determine the appropriate next step
- Review product manuals, technical documentation, diagrams, and internal resources to find solutions
- Determine when an issue can be resolved by CS vs. when it requires technician or manufacturer escalation
- Create clear technical notes and document troubleshooting steps and outcomes
- Coordinate with senior technicians, Service, Warehouse, Sales, and manufacturers when escalation is required
- Follow up on open technical cases and make sure customers know what to expect next
- Help prevent unnecessary technician visits by gathering the right information before escalation
- Identify recurring equipment issues and communicate trends to the team
- Continue developing knowledge of espresso equipment, parts, diagnostics, and common failure points
- Contribute to improving technical support workflows, documentation, and troubleshooting guides

What We're Looking For

- Experience in technical support, equipment support, appliance repair, coffee equipment, or a similar field
- Strong troubleshooting and problem-solving skills
- Comfortable diagnosing problems through questions, symptoms, photos, and customer descriptions
- Strong written and verbal English communication
- Able to explain technical concepts in simple, customer-friendly language
- Comfortable speaking with customers by phone
- Highly organized and able to manage multiple technical cases at once
- Strong attention to detail when documenting technical issues
- Comfortable learning new equipment, systems, and technical information
- Able to recognize when you have enough information to troubleshoot vs. when something needs to be escalated
- Customer-focused, patient, and calm when dealing with frustrated customers
- Comfortable working independently in a remote environment

Nice to Have

- Espresso machine or coffee equipment experience
- Experience with commercial espresso equipment
- Mechanical, electrical, plumbing, or appliance troubleshooting experience
- Experience working with parts diagrams or technical manuals
- Experience with Front, Quo, Shopify, Jobber, or similar support/service platforms
- Barista training, coffee shop, café, or specialty coffee experience

Why Join PCG?

You’ll be joining a growing team where technical support has a direct impact on the customer experience. This role offers the opportunity to develop deep knowledge of professional coffee equipment while helping build a more structured and scalable technical support operation.

SKILL REQUIREMENT

Technical Support

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Technical Support Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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