Full-Time Technical Support Specialist (Tier 2+)

Description

• Provide expert-level technical support for Craver's software products. • Analyze system logs, user reports, and code to investigate and diagnose problems. • Develop and execute test scenarios to reproduce customer issues. • Partner with the development team to communicate bug reports and suggest enhancements. • Mentor and guide Tier 1 support team members on complex issue resolution techniques. • Champion customer needs by proactively identifying and resolving issues. • Develop and maintain detailed internal knowledge bases and documentation. • Identify recurring issue patterns and propose preventative solutions.

Requirements

• 3+ years of experience in a Tier 2 or above technical support role within a software or SaaS environment. • Bachelor's degree in Computer Science, Information Technology, or a related field. • In-depth understanding of software operations, system monitoring, and debugging techniques. • Proven ability to diagnose and resolve complex technical issues using system logs, error reports, and test scenarios. • Proficiency in troubleshooting network protocols, APIs, and mobile application technologies. • Demonstrated ability to analyze intricate technical problems, identify root causes, and devise effective solutions. • Exceptional written and verbal communication skills. • Experience with customer relationship management (CRM) tools and support ticketing systems. • Familiarity with programming languages (e.g., Python, Java) to aid in troubleshooting and log analysis. • Ability to work during US Pacific Timezone business hours (9 am to 6 pm). • Experience in the restaurant technology sector or with mobile application support is a plus.

Benefits

• A dynamic, innovative work environment in a fast-growing startup. • Competitive salary. • Opportunities for professional growth and advancement. • Engaging team culture with regular company events and team-building activities.