Technical Support Specialist

Heredia, Costa Rica · 1-2 years experience · Hybrid · Posted Sep 29, 2026

At a glance

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-service kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — just to name a few!
At the heart of ROLLER is our team - which consists of 300+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey!

We are seeking a passionate Technical Support Specialist fluent in English to join our growing global Customer Support Team.
Bringing previous experience working with Point of Sale (POS) Payments or within a SaaS company, you will be responsible for providing technical product support to our customers.
You will become an expert on our platform and use prior knowledge from working in a SaaS company to troubleshoot questions from our customers and provide timely & quality responses to them.

Answer incoming calls, respond to tickets and engage customers via email as the first point of contact
Consult with customers to provide information about our products and platform builds
Learn our platform inside out, and be hands-on with the platform configuration
Be hands-on with troubleshooting technical hardware issues that occur with POS and payment terminals
Document, submit and track platform bugs until they are resolved
Perform various administrative duties, including market research, internal processes and ensuring consistency with the global team
Deliver excellent customer service at all times
Work closely with the team to ensure our customers have remarkable experiences

1-2 years of experience working in a similar role within a SaaS or POS payments business
Fluent C1 English speaker
Experience using ticketing systems - Salesforce Service Cloud
Strong written & verbal communication skills
Tech-savvy and able to pick up new tools very quickly
Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment
Demonstrated experience with troubleshooting methodologies and implementing them in your workflow
Demonstrated experience with great customer service skills
High level of organizational skills and time management skills
Reside in Heredia, Costa Rica

Formal IT qualifications; a bonus if you have a bachelor’s degree in a related field
Troubleshooting experience working with payment systems as well as APIs

4 ROLLER Recharge days per year if company goals are met
Engage in 'Vibe Tribe' regular events and social activities, fundraising & cause-related campaigns
Team Member Assistance Program for health and wellbeing
Individual learning & development budget