Smart AI Vending Coolers Technical Support & Onboarding Specialist

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: TYPE OF WORK

Full Time

: SALARY

PHP 60,000–75,000 per month plus 13th

: HOURS PER WEEK

40

: DATE UPDATED

Sep 12, 2026

JOB OVERVIEW

Remote – Philippines | Full-Time | Sydney Business Hours

Ameni is an Australian vending-machine provider of Smart AI Vending Coolers.

We are seeking a dedicated Technical Support and Onboarding Specialist to support operators, customers and distribution partners.

The Role

You will be the first point of contact for technical support and customer onboarding.

This is not a software-development role. We need someone with strong technical logic, excellent communication skills and the ability to methodically diagnose problems.

You will help customers activate their equipment, configure accounts, use the management platform and resolve Level 1 technical issues. More complex matters will be documented and escalated to our engineering and manufacturing teams.

Previous vending-machine industry experience would be highly regarded.

Key Responsibilities
Customer Onboarding
Onboard new operators, distributors and customers.
Create and configure customer and operator accounts.
Assist with machine activation and initial setup.
Guide customers through the management platform.
Configure products, pricing, machine information and user access.
Coordinate payment-terminal and connectivity setup.
Deliver online training and onboarding sessions.
Confirm each customer is operational before completing onboarding.
Maintain onboarding checklists and customer records.
Technical Support
Provide Level 1 support by telephone, email and video call.
Diagnose hardware, software, connectivity, camera, payment and platform issues.
Guide customers through structured troubleshooting procedures.
Collect screenshots, videos, logs and other diagnostic information.
Maintain accurate support tickets and resolution notes.
Escalate unresolved issues to management, engineering or manufacturing teams.
Follow escalated tickets through to completion.
Keep customers informed until their issue is resolved.
Identify recurring faults and recommend preventative solutions.
Systems and Documentation
Build and maintain a technical knowledge base.
Create troubleshooting guides, onboarding documents and training videos.
Document new technical solutions received from engineering teams.
Maintain records of machines, operators, configurations and open issues.
Produce weekly reports covering onboarding, ticket volumes, response times and outstanding issues.
Improve support procedures as the Australian network grows.
Required Qualifications and Experience
Degree or diploma in information technology, computer science, electronics or a related discipline.
Minimum three years’ experience in technical support, IT helpdesk, SaaS support or customer onboarding.
Strong troubleshooting and logical problem-solving skills.
Excellent spoken and written English.
Confidence conducting training and support sessions by video call.
Ability to explain technical instructions clearly to non-technical customers.
Experience with ticketing systems, CRM platforms or remote-support tools.
Strong documentation and record-keeping skills.
Reliable, organised and able to take ownership of issues through to resolution.
Stable high-speed internet and a professional home working environment.
Highly Regarded Experience
Vending-machine operation, servicing or technical support.
Smart coolers, payment terminals, IoT devices or connected equipment.
Vending-management systems or cashless payment platforms.
SaaS platforms and remote device management.
Routers, SIM cards, mobile connectivity and network troubleshooting.
Working with Australian, US or international customers.
Coordinating with overseas engineering or manufacturing teams.

Programming experience is not required.

Working Hours
Full-time, 40 hours per week.
Monday to Friday.
Must work agreed Sydney business hours.
Some flexibility may occasionally be required for meetings with overseas technical teams.
Salary and Benefits
PHP 60,000–75,000 per month, depending on experience.
13th-month payment.
Performance review following the probationary period.
Long-term position with the opportunity to progress into a Technical Support Team Lead role.
What Success Looks Like
New customers are onboarded correctly and confidently.
Support requests receive fast, professional responses.
Issues are properly diagnosed before escalation.
Customers receive regular updates until resolution.
Technical knowledge is documented and accessible.
Recurring issues are identified and reduced.
Ameni maintains a professional and scalable Australian support operation.
How to Apply

Please provide:

Your résumé.
A short video introducing yourself and outlining your technical-support experience.
Details of any vending-machine experience.
An example of a difficult technical problem you diagnosed and resolved.
Details of experience supporting connected devices, payment systems or SaaS platforms.
An example of a guide, procedure or knowledge-base article you created.
Your expected monthly salary and availability.

Begin your application with the words “SMART COOLER SUPPORT” so we know you have read the complete advertisement.

Shortlisted applicants will complete a practical troubleshooting and customer-communication assessment.

SKILL REQUIREMENT

Technical Support Customer Service Network Troubleshooting

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Smart AI Vending Coolers Technical Support & Onboarding 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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