Owner.com is hiring a
Lead Technical Support Engineer, Remote - Worldwide

Summary

The job description is for a Technical Support Engineer at Owner.com, an all-in-one platform for restaurants. The role involves troubleshooting advanced technical issues, building tools to support customer-facing teams, and working with Product and Engineering teams. The position is 100% remote within the USA or Canada.

Requirements

• 5+ years of experience, in highly technical support or support engineering role, preferably in a software environment with DNS and SaaS integration experience
• Extensive work with product and engineering teams
• Particularly within ticketing systems such as Linear, or Jira
• Network Administration Experience
• Familiarity with database concepts (e.g., Postgres)
• Customer Facing experience in a service role
• A strong degree of empathy for the customer experience
• Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
• Exhibit strong team-oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles, from junior engineers to senior executives
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency

Responsibilities

• Troubleshoot and resolve advanced technical issues related to Owner.com products and services
• Build tools and processes to support and automate customer-facing teams ensuring scalability
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Accelerate our Product team's ability to identify key product bugs and scale resolutions
• Ability to explain the why behind issues and guide the customer team members and customer to resolution with logic and context
• Creation and curation of knowledge-base articles and documentation to help customers help themselves
• Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
• Advocate for our customers, influence product direction through customer feedback

Preferred Qualifications

Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)

Benefits

• The estimated base salary range for this role is the local equivalent to $100,000 - $130,000 USD
• Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!