Full-Time

Technical Support Manager

FreedomPay

FreedomPay

501-1,000 employees

Integrated payments platform for merchants

No salary listed

Philadelphia, PA, USA

Hybrid

Hybrid role; some on-site work in Philadelphia, Pennsylvania.

Bachelor's

Category
IT & Security (1)

Get referred to FreedomPay

See people who can refer or advise you

Requirements
  • Bachelor's degree from an accredited university.
  • 5+ years of technical support, help desk, software support, or related experience.
  • 2+ years of experience leading, mentoring, or managing technical support professionals.
  • Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology.
  • Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis.
  • Experience with payment processing, payment gateways, financial services, or related technologies.
  • Demonstrated experience managing escalations and driving resolution of complex technical issues.
  • Strong investigation, diagnostic, and problem-solving skills.
  • Experience developing and improving support processes, documentation, and knowledge base resources.
  • Excellent written and verbal communication skills; Spanish language skills are a plus.
  • Strong leadership, coaching, and team development abilities.
  • Ability to thrive in a fast-paced environment and effectively manage competing priorities.
  • Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary.
  • Some travel may be required.
Responsibilities
  • Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
  • Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
  • Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
  • Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
  • Establish, maintain, and improve support processes, procedures, and knowledge management resources.
  • Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
  • Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
  • Support staffing, scheduling, workforce planning, and on-call coverage as needed.
  • Provide regular reporting and updates on team performance, customer issues, and operational metrics.
  • Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.

FreedomPay provides a unified payments platform that connects online and brick-and-mortar transactions to simplify checkout for merchants of all sizes. The system processes point-of-sale payments, enables online/offline commerce, and offers features like fast settlement, lower costs, and stronger security to boost revenue and customer satisfaction. It differentiates itself with an end-to-end platform that supports multiple channels, serves high-volume environments (notably in Las Vegas), and combines payment optimization with industry leadership and value-added services. The company's goal is to advance the future of payments by helping businesses deliver a seamless, secure checkout and stay ahead of changing consumer needs.

Company Size

501-1,000

Company Stage

Late Stage VC

Total Funding

$30.7M

Headquarters

Whitpain Township, Pennsylvania

Founded

2000

Get referred to FreedomPay

See people who can refer or advise you

Simplify Jobs

Simplify's Take

What believers are saying

  • April 30, 2026 hires of Mike Farrell and David Mathena strengthen enterprise sales and engineering.
  • Agilysys extended partnership on April 14, 2026 deepens hospitality distribution across property systems.
  • Gateway to Giving generated over $75,000 for the Reds, proving checkout monetization works.

What critics are saying

  • Enterprise payments remain a land-grab; Nuvei, Adyen, and Stripe squeeze pricing by 2027.
  • FreedomPay's white-label model weakens brand power; merchants can replace it with bundled gateways.
  • Hospitality and venues concentrate revenue; any Caesars, stadium, or hotel loss hits volume immediately.

What makes FreedomPay unique

  • PCI-validated P2PE plus 1,500 integrations lock FreedomPay into enterprise checkout stacks.
  • Nuvei partnership on January 7, 2026 expands global omnichannel reach without replatforming.
  • BigCommerce plugin on April 23, 2026 lowers PCI scope for merchants quickly.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Hybrid Work Options

Parental Leave

Growth & Insights and Company News

Headcount

6 month growth

1%

1 year growth

2%

2 year growth

1%
Associated Press
Jul 1st, 2026
Cincinnati Reds raise $75K through FreedomPay's checkout donation program in half a season

FreedomPay's Gateway to Giving programme has generated over $75,000 in donations for the Cincinnati Reds Community Fund through the first half of the baseball season. The system allows fans to make optional charitable contributions during purchases at concession stands and retail locations across the ballpark. The programme integrates donation requests into existing payment flows, enabling quick contributions without disrupting the checkout experience. FreedomPay, a global commerce technology provider, positions Gateway to Giving as a scalable fundraising channel for sports teams, entertainment venues, retailers and restaurants. The Reds Community Fund uses baseball and softball to support youth education and community development programmes. FreedomPay says the results demonstrate how everyday transactions can generate meaningful funding for local communities across various industries.

Business Wire
May 26th, 2026
FreedomPay and Ordr partner to create unified payments intelligence platform for sports and entertainment

Ordr, an AI-powered payments intelligence platform for sports and entertainment, has partnered with FreedomPay, a global commerce technology leader, to create a unified payments ecosystem for live experience operators worldwide. The partnership integrates FreedomPay's PCI-validated point-to-point encryption payment gateway into Ordr's Connect Layer, enabling seamless connections across CRM, ticketing and point-of-sale platforms. Ordr's partners, including the Vegas Golden Knights, Pittsburgh Penguins and Edmonton Oilers, will benefit from enhanced payment security and transaction data intelligence. The collaboration combines FreedomPay's global payment processing infrastructure, which handles billions in transactions with 1,500-plus integrations, with Ordr's AI platform that converts purchase data into customer insights. Founded to serve sports, entertainment and hospitality sectors, Ordr has raised $295 million to date.

Riau One
Apr 30th, 2026
FreedomPay strengthens global leadership team with two senior appointments.

FreedomPay strengthens global leadership team with two senior appointments. Philadelphia, Pennsylvania, April 30, 2026 (GLOBE NEWSWIRE) - FreedomPay, a leading execution layer for autonomous payments and commerce operating in over 80 countries, today announces the appointment of two senior leaders to its growing executive team: Mike Farrell as Senior Vice President of Global Enterprise Accounts, and David Mathena as Senior Vice President of Engineering. Together, these appointments underscore FreedomPay's continued commitment to scaling its global enterprise offering, strengthening the execution layer that powers the world's most complex payment environments, and accelerating an AI-native transition across how the company builds, operates, and innovates. Mike Farrell, SVP Global Enterprise Accounts Mike brings over 15 years of payments and financial services leadership to FreedomPay, joining from Subway where he served as Head of Global Payments and Fraud Prevention. During his time there he oversaw payment operations and fraud strategy for almost 29,000 locations across 15 countries. "Mike is exactly the kind of leader who drives meaningful growth within global enterprise accounts," said Chris Kronenthal, President at FreedomPay. "He has lived on the merchant side of the table - building payment programs at global scale, navigating complexity across markets, and demanding the very best from his partners. He knows what enterprise merchants need because he has been one of our most sophisticated customers. That perspective is invaluable as we continue to grow our global enterprise business." "As a Global Enterprise merchant, I was able to see firsthand how powerful FreedomPay's offering could be: true global scale, multi-acquiring capability and a fully resilient architecture made them best in class," said Mike Farrell, SVP Global Enterprise Accounts at FreedomPay. "I am excited to join the great team here at FreedomPay to continue to help other enterprise merchants remove the increasing complexity that payments presents with the world's largest independent payment gateway." David Mathena, SVP Engineering David brings over 20 years of experience building and scaling large financial technology platforms to FreedomPay. He joins from Priority Technology Holdings where he served as EVP of Engineering. During his tenure he helped grow the company from a small independent sales organization into a publicly traded global fintech platform, leading a distributed engineering team of 200+ engineers. At FreedomPay, David will help accelerate an AI-native transition by driving development efficiency, streamlining organizational operations, and embedding AI capabilities across FreedomPay's products and services. "David brings a rare combination of technical depth, organizational scale, and the pragmatism required to operationalize AI across an enterprise," said Chris Kronenthal, President at FreedomPay. "He has built and led engineering teams through every stage of growth with an unwavering focus on reliability, modernization, and innovation - from early-stage build-outs to multi-billion-dollar platforms. As we accelerate an AI-native transition to help our teams build faster and smarter, and to embed AI into the products and services our merchants rely on, David's leadership will be invaluable." "Having spent my career building and scaling payment platforms, I understand the technical complexity that comes with operating at true global enterprise scale," says David Mathena, SVP Engineering at FreedomPay. "FreedomPay has built something truly exceptional? a resilient, high-performance execution layer that the world's leading merchants depend on. I'm excited to join the team to help accelerate our AI-native transition by improving development efficiency, enabling smarter operations across the organization, and embedding AI capabilities into the products and services we deliver." About FreedomPay FreedomPay is a leading execution layer for autonomous payments and commerce?transforming the way businesses power payments and experiences across the world. Operating in over 80 countries, FreedomPay is more than a payment solution: it is a world-class independent payment gateway engineered to simplify complexity, break down the barriers of legacy systems, and revolutionize every point of interaction?whether in-store, online, or mobile. Chosen by the leading brands across retail, hospitality, sports and entertainment, food service, healthcare and higher education, FreedomPay delivers technology strength, integration breadth, and deep expertise in global payments innovation. As one of the first solutions in North America validated by the PCI Security Standards Council for P2PE, FreedomPay sets the gold standard for payment security, trust, and performance. With a unified technology stack, lightning-fast APIs, and integrated solutions across payments, FreedomPay gives businesses total peace of mind plus the freedom to choose any hardware provider. Move faster, act smarter, and lead markets?not chase them. www.freedompay.com

Associated Press
Apr 23rd, 2026
FreedomPay launches BigCommerce plugin for secure e-commerce payments

FreedomPay has launched a payment plugin for BigCommerce, now available on the BigCommerce Marketplace. The integration enables BigCommerce merchants to securely accept card and alternative payment methods whilst reducing payment security compliance demands. The pre-certified plugin offers fast time to market, reduced PCI scope through hosted or embedded checkout options, and consistent payment capabilities across platforms. It supports multiple payment methods across various channels and is backed by FreedomPay's security infrastructure and centralised transaction management. The solution aims to remove payment friction for merchants by eliminating the complexity traditionally associated with payment integrations. FreedomPay is a global payments technology provider validated by the PCI Security Standards Council for P2PE.

The Andalusia Star-News
Jan 7th, 2026
Nuvei and FreedomPay Announce Partnership to Unify Enterprise Payments, Globally

Nuvei and FreedomPay announce partnership to unify enterprise payments, globally. MONTREAL, Jan. 7, 2026 /PRNewswire/ - Nuvei and FreedomPay today announced a partnership to provide enterprise merchants with a unified payments approach for in-store and digital commerce across global markets. As leading brands accelerate their omnichannel transformations, they require flexible payment systems that seamlessly connect commerce experiences across every physical and digital touchpoint. By integrating FreedomPay's award-winning Next Level Commerce(TM) platform, which powers leading hospitality, retail brands, major stadiums and hotel groups, with Nuvei's scalable payments infrastructure, merchants gain a single solution for creating frictionless checkout experiences that are secure, connected, and insight-driven. This collaboration will allow enterprise merchants to: * Deploy new channels and consumer experiences faster * Maintain a consistent checkout experience across properties and geographies * Increase operational visibility through unified reporting and tokenization * Access a vast ecosystem of certified POS and commerce partners * Protect every transaction with PCI-validated encryption and fraud prevention "Our goal is to empower merchants to deliver exceptional customer experiences at every moment of commerce," said Phil Fayer, Chair and CEO, Nuvei. "By working with FreedomPay we are expanding the ways enterprise brands can create connected payment journeys that drive loyalty and unlock new revenue, without adding complexity behind the scenes." Enterprise brands increasingly expect to engage customers wherever they choose to shop, dine or check-in, with the same speed, reliability and seamlessness at every interaction. Whether a fan taps to pay for concessions at a sports arena, a traveler upgrades a room through a mobile app, or a customer buys a meal at a quick-serve restaurant, the collaboration ensures those transactions remain connected through unified tokenization, reporting, and data insights that improve operational decision-making and fuel smarter personalization. Together, Nuvei and FreedomPay equip merchants to accelerate innovation, launch new commerce formats, and expand into new channels without rebuilding technology foundations, all while maintaining the highest standards of security and reliability. "Enterprise commerce demands technology that works equally well across stores, stadiums, hotels and mobile devices without adding complexity," said Chris Kronenthal, President, FreedomPay. "By integrating our platforms, merchants gain a future-ready foundation to scale omnichannel experiences with confidence - today and as new customer expectations emerge." The partnership is designed for enterprises operating across stores, venues, hotels, and digital channels, including businesses with cross-border and multi-region operations. Merchants can process payments consistently across locations, gain better visibility into transaction data, and maintain high standards of security without adding operational complexity. About FreedomPay FreedomPay is the global leader in Next Level Commerce(TM)- transforming the way businesses power payments and experiences across the world. More than a payment solution, FreedomPay is a world-class independent payment gateway engineered to simplify complexity, break down the barriers of legacy systems, and revolutionize every point of interaction - whether in-store, online, or mobile. Chosen by the leading brands across retail, hospitality, sports and entertainment, food service, healthcare and higher education, FreedomPay delivers technology strength, integration breadth, and deep expertise in global payments innovation. As one of the first solutions in North America validated by the PCI Security Standards Council for P2PE, FreedomPay sets the gold standard for payment security, trust, and performance. With a unified technology stack, lightning-fast APIs, and integrated solutions across payments, FreedomPay gives businesses total peace of mind plus the freedom to choose any hardware provider. Move faster, act smarter, and lead markets - not chase them. www.freedompay.com About Nuvei Nuvei is building the infrastructure for every payment, everywhere. Its modular, flexible, and scalable technology enables leading companies to accept next-generation payments, offer all payout options, and benefit from card issuing, banking, risk, and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies, and over 720 alternative payment methods, Nuvei provides the technology and insights that help customers and partners succeed locally and globally through one integration. For more information, visit www.nuvei.com View original content to download multimedia:https://www.prnewswire.com/news-releases/nuvei-and-freedompay-announce-partnership-to-unify-enterprise-payments-globally-302655116.html SOURCE Nuvei