Senior Developer Support Engineer

Summary

Join Olo's Developer Support team as a Senior Developer Support Engineer and leverage your engineering expertise to assist restaurant brands and partners in integrating with Olo's APIs, SDKs, and technical specifications. This fully remote UK-based role (2 pm-11 pm GMT, Monday-Friday) focuses on troubleshooting complex issues, providing clear resolutions, and collaborating across teams to enhance the developer experience. While hands-on coding isn't required, strong technical skills, empathy, and clear communication are essential. You'll be contracted through Deel, Olo's Employer of Record, ensuring you retain employment rights and receive private healthcare coverage in addition to statutory benefits and pension programs. The role involves automating tasks, performing technical certifications, and mentoring team members. Compensation is estimated at £41,000-£48,925 annually.

Requirements

• Experience with Technical Problem-Solving: You have a background in solving complex technical problems, with 3-5+ years of full-time engineering experience, including developing APIs and integrating to third-party services; experience with .NET is a plus
• Hands-On Approach: You approach support like an engineer—debugging issues, challenging assumptions, and seeking root causes rather than relying on past solutions. You think critically about APIs, logs, and configurations to provide accurate, well-reasoned answers
• Technical Communication: You excel at translating complex technical topics into clear, audience-appropriate explanations (both written and verbal). Whether writing documentation, responding to customers, or collaborating with engineering, you communicate with clarity and precision
• Empathy & Customer Focus: You understand that behind every support request is a person trying to solve a problem. You balance technical accuracy with an empathetic, customer-first approach
• Collaboration & Independence: You work well both independently and across teams, engaging with engineering, product, and customer success to find answers and improve the developer experience. You know when to ask for help and when to take the lead in solving a problem

Responsibilities

• Act as a technical expert for complex issues related to Olo’s APIs, SDKs, webhooks, technical specs, and libraries, driving effective troubleshooting and seamless integrations
• Investigate, resolve, and document technical issues by reviewing documentation, logs, source code, and configuration settings, ensuring solutions are current and applicable in evolving environments
• Automate repetitive tasks to improve internal processes and customer experience
• Perform technical certifications for customers looking to use our tools in a production environment, ensuring their setups meet our standards and requirements
• Collaborate with cross-functional teams (engineering, product, customer success) to troubleshoot issues, drive feature requests, and contribute to ongoing improvements
• Contribute to internal and external documentation, ensuring technical resources and best practices are described in a clear and accessible manner
• Provide guidance and mentorship to other members of the support team, fostering a culture of continuous learning and technical growth
• Uphold the team’s values of curiosity, collaboration, dependability, and technical excellence, always striving to improve support processes

Benefits

• Fully remote work from anywhere within the United Kingdom
• Primary shift time: 2pm-11pm GMT Monday-Friday
• Private healthcare coverage
• Participation in all statutorily required benefits and pension programs