Sr. Retail Field Support Specialist

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, we're as passionate about the outdoors as you are. And while our gear is available worldwide, we're proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: "It's perfect. Now make it better." As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.

And we believe in you.

ABOUT THE POSITION

The Retail Technology Support team plays a critical role in keeping our stores connected, productive, and focused on delivering exceptional consumer experiences. From point-of-sale systems and payment devices to networking, store applications, and end-user technology, this team serves as the frontline support organization for retail technology across Columbia Sportswear Company brands.

As a Sr. Retail Field Support Specialist, you'll be a trusted technical resource for our store teams, helping resolve issues that directly impact daily operations and the customer experience. You'll troubleshoot and manage support requests, coordinate with internal technology teams and external vendors, and ensure critical incidents are resolved quickly and effectively. This is a highly collaborative role that requires strong technical troubleshooting skills, a customer-first mindset, and the ability to thrive in a fast-paced retail environment.

HOW YOU'LL MAKE A DIFFERENCE

• Serve as a primary point of contact for retail technology support, responding to and resolving incidents, service requests, and operational issues across store locations.
• Troubleshoot and support point-of-sale systems, payment devices, store applications, mobile devices, peripherals, networking equipment, and related retail technologies.
• Manage support tickets from intake through resolution, ensuring timely communication, documentation, follow-up, and escalation when needed.
• Act as an escalation resource for complex issues, partnering with infrastructure, application, cybersecurity, and vendor support teams to drive resolution.
• Monitor incident trends, identify recurring issues, and recommend improvements that enhance stability, performance, and the overall store experience.
• Create and maintain support documentation, knowledge articles, troubleshooting guides, and operational procedures that improve team effectiveness and consistency.
• Participate in testing, deployment, and support activities for new retail technology initiatives, upgrades, and store openings, remodels, or refreshes.
• Build strong relationships with store leadership and field partners, delivering a high level of service while helping stores remain operational and focused on serving consumers.
• Participate in an on-call support rotation and provide occasional after-hours support for critical store incidents, technology deployments, major business events, and issue resolution activities as needed.

YOU ARE

• A problem solver who enjoys diagnosing technical issues and finding practical solutions.
• Calm under pressure and able to prioritize effectively when supporting multiple stores and competing business needs.
• Customer-focused, understanding that every technology issue can impact the associate and consumer experience.
• A collaborative partner who works effectively across technical teams, vendors, and business stakeholders.
• Continuously looking for ways to improve processes, reduce recurring issues, and elevate support services.
  

YOU HAVE

• 5+ years of experience supporting end users, retail operations, service desk functions, or retail technology environments.
• Experience troubleshooting technology in a multi-location retail environment, including POS systems, payment devices, store applications, networking, and hardware peripherals.
• Working knowledge of IT service management principles, including incident, problem, and change management processes; ITIL experience is preferred.
• Experience using ticketing and service management tools to manage work, document resolutions, and communicate with stakeholders.
• Strong verbal and written communication skills with the ability to translate technical concepts into user-friendly language.

Preferred Qualifications

• Experience supporting retail stores, specialty retail, apparel, footwear, or consumer-facing environments.
• Experience coordinating with third-party technology vendors and support partners.
• Relevant technical certifications and experience supporting both Windows and Apple devices.
• Experience participating in technology rollouts, store openings, or retail systems implementations.

#LI-JD1

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.