Level II Hardware & Network Support Technician
About Union
Union is a fast-growing hospitality technology company helping bars, restaurants, nightlife venues, and entertainment spaces run better through our venue operating system. Our platform supports high-volume environments where reliable networking, hardware, and payment systems are critical to daily operations.
We’re looking for a hands-on Network & Hardware Support Engineer - Level II to help own complex network and hardware escalations, support venue reliability, and serve as a technical resource for our Customer Support and Field teams.
This is a great role for someone who enjoys troubleshooting real-world network problems, working directly with customers, improving support processes, and helping build a more scalable technical support operation.
Role Summary
The Level II Hardware & Network Support Technician will be a key owner of Union’s network and hardware escalation process. This role will support and troubleshoot venue networks, with a focus on Ubiquiti UniFi gateways, switches, wireless access points, controllers, terminals, printers, and related POS hardware.
You will work closely with Support, Field Operations, Product, Engineering, Account Management, and venue stakeholders to resolve complex issues, reduce repeat problems, and improve network reliability across Union venues.
This role requires strong technical troubleshooting skills, clear customer communication, strong documentation habits, and the ability to work both remotely and onsite as needed.
Key Responsibilities
Network & Hardware Escalation Support
- Serve as a Level II escalation point for complex network and hardware issues.
- Troubleshoot UniFi gateways, PoE switches, wireless access points, controllers, terminals, receipt printers, cash drawers, and related venue hardware.
- Diagnose issues involving LAN connectivity, VLANs, DHCP, DNS, wireless coverage, device adoption, cabling, hardware failures, and intermittent connectivity.
- Support high-volume hospitality environments where downtime directly impacts venue operations.
- Escalate issues to the appropriate internal teams when additional support from Field, Product, or Engineering is required.
Onsite Venue Support
- Travel to venue locations for installations, troubleshooting, repairs, upgrades, and network health checks.
- Perform physical network tasks including Ethernet cable termination, equipment mounting, device replacement, and hardware configuration.
- Validate that onsite work is completed cleanly, accurately, and with minimal disruption to venue operations.
- Confirm hardware and network changes are documented before closing out work.
Customer & Internal Communication
- Provide clear, professional technical support to customers through phone, SMS, email, tickets, and onsite interactions.
- Communicate technical issues in a way that venue owners, managers, and non-technical users can understand.
- Partner with Level I Support to guide troubleshooting before escalation.
- Mentor and coach Support agents on network and hardware troubleshooting best practices.
- Help enforce pre-escalation requirements so issues are properly documented before being moved to Level II or Field Support.
Documentation & Process Improvement
- Document all troubleshooting steps, findings, configuration details, and next steps in HubSpot.
- Maintain accurate venue network and hardware records, including equipment, configurations, known issues, and recent changes.
- Create and maintain internal knowledge base articles, troubleshooting guides, and support documentation.
- Identify recurring network and hardware issues and recommend improvements to reduce repeat escalations.
- Help improve internal workflows for network escalations, field visits, proactive health checks, and customer communication.
Cross-Functional Collaboration
- Work with Support, Field Operations, Product, Engineering, and Account Management to resolve venue-impacting issues.
- Provide technical feedback on recurring hardware, network, or platform issues.
- Help identify venue risk patterns related to outdated hardware, poor network design, installation issues, or recurring support trends.
- Support proactive outreach and venue health check efforts when network or hardware concerns are identified.
Required Qualifications
- 3+ years of hands-on experience troubleshooting local area networks, wireless networks, and connected hardware.
- Hands-on experience with Ubiquiti UniFi hardware, including gateways, switches, wireless access points, and controllers.
- Strong understanding of LAN networking concepts including DHCP, DNS, VLANs, PoE, wireless coverage, IP addressing, and basic firewall/router troubleshooting.
- Proven ability to terminate Ethernet cables and troubleshoot cabling-related issues.
- Experience supporting customer-facing hardware such as POS terminals, printers, cash drawers, payment devices, or similar equipment.
- Strong customer service skills with the ability to remain calm and professional during urgent or high-pressure issues.
- Excellent written documentation skills and attention to detail.
- Ability to work independently, prioritize escalations, and follow issues through to resolution.
- Ability to travel to customer sites as needed, including local Austin-area venues and occasional national travel.
- Availability to work flexible hours when needed, including nights, weekends, and holidays based on venue support needs.
- Reliable high-speed internet and a quiet home office environment for remote support work.
- Ability to commute to or work from the Austin, TX area as required.
Preferred Qualifications
- Experience supporting hospitality, restaurant, nightlife, music venue, or high-volume retail environments.
- Experience with HubSpot, Zendesk, Jira, Slack, Zoom Phone/SMS, or similar support tools.
- Experience training or mentoring Level I Support agents.
- Familiarity with structured support escalation workflows and ticket documentation standards.
- Experience performing network health checks or proactive site reviews.
- Certifications such as CompTIA Network+, CCNA, Ubiquiti/UniFi training, or equivalent hands-on experience are a plus, but not required.
What Success Looks Like
In this role, success means:
- Complex network and hardware escalations are resolved quickly and clearly documented.
- Level I Support has better guidance, documentation, and troubleshooting paths before escalating.
- Venue network and hardware records are accurate and easy for the team to reference.
- Repeat issues are identified, documented, and reduced over time.
- Customers feel confident that Union understands and owns their technical concerns.
- Field visits are better prepared, better documented, and only requested when truly needed.
- Support, Field, Product, Engineering, and Account Management have a clearer shared process for network-related issues.
Ideal Candidate
You are someone who enjoys solving practical, real-world technical problems. You are comfortable tracing a network issue from the venue floor to the controller, checking cables, reviewing UniFi settings, replacing hardware, explaining the problem to a customer, and documenting everything clearly afterward.
You do not need to be a senior network architect, but you should be confident troubleshooting venue networks, asking good diagnostic questions, and knowing when to escalate. You should also care about process, documentation, and helping the broader Support team get better.
Why Join Union?
- Help shape and improve the way Union handles network and hardware escalations.
- Work on real technical problems that directly impact customer operations.
- Join a fast-growing company in the hospitality technology space.
- Collaborate with Support, Field Operations, Product, Engineering, and Customer Success.
- Competitive salary and benefits package.
- Opportunity for professional growth as Union scales its technical support operations.
Job Type: Full-time
Pay: $80,000.00 - $85,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Required Experience: Do you have proven experience with UniFi / Hostifi (by Ubiquiti) Network Hardware?
Experience:
- networking: 3 years (Required)
Ability to Commute:
- Austin, TX 78703 (Required)
Willingness to travel:
Work Location: Hybrid remote in Austin, TX 78703
