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