Director, Production Support and Integration

Our Mission

TruAge is a privacy-first, not-for-profit organization whose mission is to ensure age-restricted products do not get into the hands of underage consumers. We seek to set consumer privacy standards while addressing the needs of retailers, manufacturers, and legislators — working to ensure that anyone can prove their age seamlessly and securely.

Role Summary

The L2 Technical Support Specialist is the escalation point for complex issues related to TruAge’s age-verification solution, along with other critical technology initiatives and their integration with POS and edge devices. This role works closely with L1 support, retailer IT teams, and external partners to perform advanced troubleshooting, identify root causes, and drive durable fixes across TruAge, PROSPR, POS, network, and device layers.

The L2 specialist owns high-impact incidents from escalation through resolution, refines support processes and runbooks, and acts as a subject matter expert (SME) for TruAge and other initiatives behavior within production environments.

Key Responsibilities

• Act as the primary escalation point for complex incidents from L1 related to TruAge and other initiatives activation(s), onboarding, POS integration, and age-verification workflows.
• Perform deep-dive troubleshooting across POS applications, scan/ID devices, operating systems, and networks (e.g., advanced log analysis, environment comparison, reproducibility testing).
• Own escalated incidents end-to-end, including impact assessment, status updates, and coordination with internal and external stakeholders.
• Work directly with retailer IT teams and partners to validate configurations, standardize deployment patterns, and remediate recurring issues. Includes managing both insourced and outsourced lab facilities for testing and certifications.
• Collaborate with engineering and product teams to identify software defects, gather diagnostic data, validate fixes, and support targeted hotfix or release rollouts.
• Support pre-production and pilot environments by assisting with configuration, validation testing, and go-live readiness checks.
• Contribute to major incident management, including participation in incident bridges, root cause analysis (RCA), and post-incident reviews.
• Create, maintain, and refine advanced runbooks, playbooks, and knowledge base articles that enable faster resolution by L1 and field teams.
• Provide mentorship and technical guidance to L1 specialists; review tickets for quality and coach on troubleshooting approaches.
• Identify trends in incidents and service requests; recommend process, tooling, and product improvements to reduce repeat issues and improve stability.

Required Qualifications

• 5+ years of experience in technical support, operations, or related roles, with at least 3 years focused on POS, transactional, or other mission- critical retail systems.
• Deep understanding of point-of-sale ecosystems, including application, peripheral, and backend services integration.
• Strong knowledge of networks and connectivity (TCP/IP, DNS, VPNs, routing, firewalls, certificates) across distributed retail environments.
• Demonstrated experience with advanced troubleshooting techniques, including log correlation, environment comparison, and root cause analysis.
• Proficiency with common support and diagnostics tools (remote access, log collection, monitoring dashboards, packet capture or tracing tools).
• Experience using and configuring ticketing and incident management platforms (e.g., HubSpot, Zendesk, ServiceNow, Jira Service Management).
• Excellent written and verbal communication skills, including the ability to clearly explain technical findings to both technical and non-technical audiences.

Key Competencies

• Strong ownership mindset and accountability for the full lifecycle of escalated incidents.
• Structured, analytical approach to troubleshooting and root cause analysis.
• Attention to detail in documentation, hand-offs, and post-incident reporting.
• Ability to remain calm and effective under pressure during live incidents and production outages.
• Collaborative, team-oriented mindset; comfortable working across department silo’s and partner organizations.
• Continuous improvement orientation, always looking for ways to make support processes and product behavior more robust.

Working Conditions

• Full-time role; may require participation in an on-call rotation and extended hours during major incidents or key deployments.
• Primarily remote, with occasional travel for retailer visits, pilots, or key partner engagements as needed.
• Regular collaboration with retailers, partners, and internal teams across multiple time zones.

Our Brand Values

TruAge is committed to safely and simply keeping age-restricted products out of the hands of minors. As part of this, we strive to create a modern, safe, and frictionless experience for consumers while unlocking new growth for businesses today and tomorrow. And as part of our brand values, we are committed to the following:

• Be a force for good. We are passionate about creating socially responsible products that help unlock business growth opportunities.
• Make it easy for all. We believe our innovations should advance a worry- free, effortless, and thriving environment for consumers and businesses.
• Build for the future. Our solutions are not simply meant for today’s world. They future-proof society and businesses for where things are headed.
• Anticipate everything. We take pride in capturing and tracking the ever-changing legislative and regulatory requirements so that it’s the last thing our customers worry about the moment they adopt our product.