Restaurant Tech Support Specialist

As a Restaurant Tech Support Specialist, you will help our clients successfully use and maintain critical integrations connected to the Restaurant365 platform. This role supports a broad range of integration workflows, including POS sales and labor integrations, vendor invoice and purchase order integrations, FTP/SFTP connectivity, banking connections, AP Capture, and selected API-related support scenarios. 

In this role, you will troubleshoot technical issues, guide clients through setup and resolution steps, manage ongoing communication, and collaborate across teams to ensure clients receive accurate, timely, and high-quality support. 

Client Support and Technical Troubleshooting 

• Support clients through tickets, chat, and other inbound channels with clear, professional, and empathetic communication. 

• Ask thoughtful, targeted questions to understand the clients’ issue, environment, recent changes, and business impact before determining next steps. 

• Troubleshoot integration, configuration, workflow, file transfer, and data-related issues across assigned product areas. 

• Guide clients through Restaurant365 workflows and best practices, helping them not only resolve issues but also use the product more effectively. 

• Identify whether a case is a setup request, break-fix issue, data discrepancy, or out-of-scope request, and route it appropriately with strong documentation and clear client's expectations. 

Integration Ownership by Workstream 

• Support POS-related workflows such as new integrations, add-ons, swaps, repolls, local installs, scheduled-task review, and troubleshooting of sales or labor data flow where applicable. 

• Support Non-POS integration workflows such as FTP/SFTP setup, vendor invoice integrations, purchase order integrations, banking integrations, AP Capture coordination, API connectivity support, and payroll or HR-related integrations. 

• Validate data flow, credentials, file presence, configuration details, and environment-specific requirements when investigating integration issues. 

• Use internal documentation, historical tickets, and approved troubleshooting tools to diagnose problems and determine the fastest path to resolution. 

Escalations, Defects, and Cross-Functional Collaboration 

• Recognize when an issue requires escalation due to scope, access limitations, suspected defects, or ownership by another team. 

• Document escalations clearly, including the client's impact, reproduction details, troubleshooting completed, supporting evidence, and recommended next steps. 

• Manage client communication throughout escalated or defect-related issues by setting expectations, providing updates, and confirming resolution once available. 

• Partner effectively with Product, Development, Support leadership, and other cross-functional teams during triage, issue review, and handoff situations. 

Queue Management, Quality, and Documentation 

• Own and manage a personal ticket queue while balancing quality, speed, accuracy, and clients experience. 

• Meet or exceed established service levels, response-time expectations, and quality standards across assigned support channels. 

• Participate in live chat and other real-time support workflows with concise, accurate, and customer-friendly communication. 

• Maintain strong ticket hygiene by documenting troubleshooting steps, decisions, clients' updates, and handoffs thoroughly. 

• Identify repeat issues, process gaps, and knowledge-based opportunities, and contribute to improvements in internal and customer-facing documentation. 

Teamwork, Learning, and Continuous Improvement 

• Collaborate closely with peers, Team Leads, Managers, and partner teams to resolve complex issues and improve team knowledge. 

• Apply feedback from QA reviews, coaching sessions, ticket audits, and peer collaboration to strengthen troubleshooting, communication, and technical judgment. 

• Demonstrate reliability, professionalism, and accountability in daily shift coverage, attendance, and follow-through. 

• Contribute to a positive team culture by sharing knowledge, helping teammates, and supporting continuous process improvement. 

Successful specialists in this role consistently demonstrate: 

• Technical troubleshooting mindset 

• Clear and professional written communication 

• Active listening and strong discovery skills 

• Attention to detail and accuracy 

• Time management and ticket prioritization 

• Sound escalation judgment 

• Coachability and continuous learning 

• Cross-functional collaboration 

• Calm, solution-oriented client handling 

• Comfort navigating multiple systems and documentation sources 

Required Qualifications 

• 1+ year of experience in technical support, help desk, SaaS support, or another customer-facing troubleshooting role 

• Strong written and verbal communication skills, with the ability to explain technical concepts in simple, customer-friendly language 

• Ability to investigate issues methodically, ask strong follow-up questions, and narrow broad problems into a clear issue statement 

• Experience managing multiple priorities in a queue-based or SLA-driven environment 

• Comfort working across several tools at once, such as ticketing systems, chat, internal documentation, spreadsheets, and support utilities 

• Strong attention to detail, organization, and follow-through 

• Ability to remain calm, professional, and customer-focused in escalated or high-pressure situations 

• Experience with POS, integration, or technical support environments 

• Familiarity with APIs, file transfers, and system-to-system troubleshooting 

• Working knowledge of FTP/SFTP concepts, file naming conventions, directory 

 structures, and validating file delivery 

• Reliable attendance and flexibility to support assigned schedules 

Preferred Qualifications 

• Bachelor's degree in computer science, software engineering, information systems, or related fields. 

• Experience supporting ERP, accounting, hospitality, restaurant-tech, workforce, payroll, banking, or integration-based SaaS products 

• Comfort reviewing logs, timestamps, error messaging, and system behavior to identify likely failure points 

• Familiarity with spreadsheets for filtering, sorting, and reviewing transactional or operational data 

• Experience with defect documentation, QA workflows, or Jira-style escalation processes 

Helpful Technical Foundations 

Candidates do not need to be developers, but strong candidates are often comfortable with: 

• Basic API concepts such as endpoints, request/response structure, headers, and common HTTP status codes 

• File-transfer concepts such as FTP/SFTP access, directories, and validating whether expected files arrived 

• Troubleshooting patterns such as isolating scope, comparing “working vs. not working,” reviewing timestamps, and confirming recent changes 

• Reading basic logs and identifying common issues such as authentication failures, timeouts, invalid data, or processing errors 

What Success Looks Like 

A successful Restaurant Tech Support Specialist: 

• Resolves client issues efficiently while maintaining a strong client experience 

• Communicates clearly and proactively, especially when issues require investigation or escalation 

• Demonstrates sound judgment in troubleshooting, ownership, and routing 

• Learns assigned product areas quickly and builds confidence across increasingly complex cases 

• Maintains strong queue management, quality, and documentation habits 

• Contributes positively to team effectiveness and continuous improvement