Posted 23 days ago

(Support) Sustaining Engineer – Level 3

Responsibilities

  • Handling escalated cases (issues) from the Level 1 & 2 Support teams.
  • Handling escalated issues and/or inquiries from the Solutions Design and Implementations team(s).
  • Deliver an incredible escalated support experience that minimizes time to resolution and builds trust and enhances our relationship with our clients.
  • Provide support, and best practices advice for users of our REST APIs, coaching locations to get the most value out of their implementations.
  • Provide support for menu programming and database questions, inquiries, and issues.
  • Providing feedback for the Product teams in regard to discovered software faults (bugs) and suggesting areas of improvement (feature requests).
  • Interact with business customers by phone and email to assist them in supporting the applications and features.
  • Investigate and troubleshoot application level internal and external customer issues related to the their platform(s).
  • Understand customer business needs and goals for their platform.
  • Create conceptual, how-to, and reference topics for APIs.
  • Gain expert knowledge of our partners API platforms to provide clear written guidance and instructions to customers on how to use each feature.


Requirements

  • Point-of-Sale or APi Integration design or troubleshooting experience: (Preferred)
  • Demonstrate knowledge of APIs, microservices architecture, infrastructure, data architecture,
  • security, and new technologies with clear expertise in one or more of these areas.
  • Knowledge of the HTTP request/response cycle and troubleshooting common API issues.
  • Knowledge of Linux.
  • Familiar with Windows operating systems, peripheral network devices, and iOS/Android mobile devices.
  • Ability to work both independently and with various levels of the organization, including
  • technical and non-technical team members.
  • Critical problem solving and sophisticated troubleshooting to drive resolution to technical issues.
  • Strong presentation, documentation, communication and influencing skills for working with less-technical business partners and customers.
  • Willingness to experiment, innovate and seek resources to learn, grow and find solutions.


Other Requirements

● Work Remotely: Yes (Including outside of the US)

● Travel: Yes (When needed)

● Experience working with POS systems is a plus.

  • 1HR Screening
  • 2Interview with the team
  • 3Interview with the leader