(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.

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.

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

● Travel: Yes (When needed)

● Experience working with POS systems is a plus.