Product Specialist Hardware

Product Specialist (Hardware) About the team Our Product Specialist team sits at the intersection of hardware, software, and the merchants who rely on our products every day. We work closely with Product, Engineering, and customer-facing teams to make sure our technology actually works in the real world — not just in theory. As we scale new products and expand our hardware portfolio, this role exists to keep quality high, issues resolved fast, and our internal teams equipped with the knowledge they need. If you enjoy getting to the root of a problem and making things run more smoothly, this is a team you'll feel at home in. What you'll do Troubleshoot and resolve hardware and software bug reports raised by merchant-facing teams, keeping impact on merchants to a minimum Spot recurring issues, document them clearly with reproduction steps and supporting evidence, and escalate to the right team Provide frontline technical support and onboarding for early-stage products, helping merchants get up and running quickly Deliver training sessions to customer support teams to increase their confidence and autonomy when helping merchants Maintain clear documentation of investigations, resolutions, and escalation processes to improve how the team handles future cases You'll be great for this role if… Experience in a hands-on technical support or onboarding role, ideally working with SaaS or hardware products Strong troubleshooting ability across software, hardware, and peripheral integrations, with a track record of diagnosing issues accurately Comfort working in fast-moving, ambiguous environments where processes are still being built Ability to communicate complex technical issues clearly to both technical and non-technical audiences Experience using cross-functional tools such as CRM systems, ticketing platforms, or data dashboards 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 🌈 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 🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success 📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education 🏖 Generous time off: enjoy 23 days of paid leave plus public holidays and special leave days 🥗 Subsidised restaurant tickets (Edenred) and office breakfast on Mondays 🌴 Break4me: 1-month sabbatical after 3 years of service 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team About SumUp Be empowered to do more that matters. At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships. Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify. SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national...