Lead Technical Support Engineer

Our team grew from 40 people to 90 people in 2023. We’ve got top talent from the most successful companies in SMB software like Shopify, HubSpot, DoorDash, ProCore, and ServiceTitan.
We’re scaling even faster in 2024 to keep pace with our customer growth.

🚀 Our traction
In just over 3 years we've generated tens of millions in revenue, served millions of guests, and have processed hundreds of millions of orders.
More importantly, we’ve helped thousands of restaurant owners save their businesses - and not  only survive, but thrive.

🫵 Why we’re looking for you
We’re searching for a highly skilled and seasoned Technical Support Engineer who thrives in solving complex technical issues, enjoys building and automating tools and processes to help customer-facing teams with technical outputs and is passionate about enhancing customer satisfaction. In this role, you'll be the go-to expert for diagnosing and resolving advanced problems with our Owner.com products, from debugging code errors to analyzing root causes. You’ll work closely with our Product and Engineering teams to streamline processes, develop tools, and accelerate the identification and resolution of critical product bugs.
The position is 100% remote within the USA or Canada.

The impact you will have

• Troubleshoot and resolve advanced technical issues related to Owner.com products and services
• Builds 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
• Is a highly skilled support engineer with subject matter expertise in all types of technologies across the Owner.com applications

Who you’ll work with

• Product and Engineering Team
• Customer Facing Teams

Minimum 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
• Proficient in debugging and diagnosing issues using monitoring and observability tools such as Datadog, with a strong ability to analyze logs, metrics, and traces to identify and resolve complex problems.
• Particularly within ticketing systems such as Linear, or Jira
• Network Administration Experience
• Familiarity with database concepts (e.g., Postgres)
• Experience with Retool would be considered an asset.
• 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
• Nice to have: Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)