Lead Technical Support Engineer

closed
Owner.com Logo

Owner.com

πŸ’΅ $100k-$130k
πŸ“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!
This job is filled or no longer available