Technical Support Expert, Enterprise

Role overview

Provide advanced, omnichannel technical support for complex enterprise customers operating restaurants across multiple locations and markets. The role combines hands-on troubleshooting with case ownership, prioritization, and communication across technical and non-technical audiences. You will investigate issues involving software, hardware, payments, integrations, and configuration while keeping customers informed through resolution.

Responsibilities

- Diagnose problems involving point-of-sale hardware, payment transactions, menu setup, and related product functionality. - Troubleshoot issues spanning the support platform and third-party services, including ordering APIs and accounting integrations. - Manage incoming cases through phone, chat, and email while keeping the active backlog accurate and escalating aging work. - Prioritize requests according to account tier, urgency, financial impact, and team procedures. - Explain technical findings and next steps clearly to restaurant staff, corporate IT teams, and other business stakeholders. - Own moderately complex cases to resolution, coordinating with customer success, engineering, onboarding, and product teams when necessary.

Requirements

- Two to four years of technical support experience with responsibility for customer satisfaction. - Foundational knowledge of how software, hardware, and networks interact, along with the ability to learn new technical systems quickly. - Experience supporting customers across multiple channels, including phone, chat, and email. - Judgment to find solutions beyond obvious troubleshooting steps and to escalate issues outside documented procedures. - Strong written and verbal communication, organization, and case-management skills. - Ability to work from general guidance on unfamiliar assignments and independently manage established work with limited daily direction.

Nice to have

- Business-to-business technical support experience. - Strong knowledge of restaurant point-of-sale devices and how they function in real-world operations. - Flexibility for schedules that may include nights, weekends, or holidays.

Benefits and work setup

- Initial training is remote and lasts approximately eight to ten weeks; paid time off is not available during training. - The source lists hourly pay bands of $25.00, $27.25, or $31.50 USD depending on geographic pay zone. - The broader work model is described as hybrid, with regional office expectations varying by location. - The hiring process includes human decision-making and offers accommodations for applicants who need accessibility support.