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Technical Engineer

Not your typical technical support role! If you’re interested in blazing a new path in the recently emerging restaurant technology industry, this is the place for you! Our Technical Engineer is responsible for providing Omnivore clients with successful POS integrations through knowledgeable troubleshooting and exemplary customer service. In this role, you’ll have the exciting opportunity to collaborate with big name restaurants to turn their wishes into reality. Using the Omnivore API, you will be responsible for generating creative ways to accomplish their goals through the deployment of Omnivore software and configuration of their POS. You’ll be working with new restaurants, bars, and venues. 

 

Together, we’re pioneering a new era of restaurant experience and guest engagement such as ghost and virtual kitchen concepts, master menus across multiple locations and concepts, and immediately connecting restaurants with delivery service providers such as UberEats, Door Dash, Postmates, and others!

 

WHAT YOU WILL BE DOING

  • Patiently providing POS Integrations and agent troubleshooting through scheduled appointments (will occasionally include off-hour installs, requiring some availability for early morning and evening)
  • Happily confirming all configurations and functionality are correctly implemented and working as expected during integration appointments
  • Successfully ensuring information regarding the events and results of the integration are promptly communicated to all present and absent stakeholders
  • Promptly following-up in detail with any needed next steps to all parties and escalating installation issues as necessary to POS Leads and/or other parties
  • Precisely managing ticket queue to ensure all support cases are quickly updated, troubleshooting where necessary and keeping clients in the loop by communicating frequent updates regarding the status of open cases
  • Performing installations and troubleshooting any integrations issues
  • Swiftly escalating any cases that have encountered a roadblock or are not resolved in a timely manner within customer SLA
  • Participating in On-Call Program, consisting of weekly rotation every 6 weeks to provide after hours support
  • Confidently heading up, managing, and completing a variety of assigned project work by due dates, with the assistance of a support team project manager
  • Striving towards becoming a subject matter expert as needed for a POS system
  • Participating in outage rotations
  • Performing additional tasks and responsibilities as designated by the Director of Technical Services

 

“MUST HAVES” TO EXCEL AT THIS ROLE

  • Bachelor’s degree or equivalent work experience
  • 3 years experience providing technical support 
  • Familiarity with POS Legacy or Cloud POS Systems (This can include but is not limited to, configuration, installation, troubleshooting, or general use.)
  •  Experience with ticketing systems such as Service Cloud/Salesforce or Zendesk
  •  Excellent organization, written and verbal communication skills
  •  Capability to manage multiple cases, integrations, and projects at the same time in a fast-paced environment
  •  Motivation to work effectively without supervision
  •  Propensity to solve issues and make improvements where possible
  •  Capacity to work effectively across departments to sell ideas and manage resources
  •  Adaptability to work non-standard hours to help clients be successful
  •  A high degree of honesty and integrity
  • Resiliency and tenacious attitude while working under pressure
  •  Flexible thinking and positive team-player mindset

 

“EXTRAS” THAT STAND OUT FROM THE CROWD

  • Experience constructing SQL queries 
  • Experience with Postman 
  • Initiative to become a process maker and the drive to implement
  • Talent for solving dynamic problems and calm approach to convey solutions to customers and team members
  • Experience in or ability to create a knowledge base as a valuable resource for the team

 

INCLUSIVE BENEFITS

  • Competitive compensation package
  • Medical, Vision & Dental insurance
  • AD&D
  • 100% Company paid short-term and long-term disability
  • 401k
  • Stock options
  • Bonus plan
  • Company paid holidays
  • Unlimited PTO 

 

ABOUT US

Omnivore is a fast-paced, growing, and distributed startup focused on providing the best restaurant development platform in the world! We provide a connectivity platform that allows app developers to interact with restaurant POS systems through a simple and consistent REST API. Whether it’s for table reservations, menus, online orders, or payments, our API is the backbone of a growing community of apps, restaurants, and point-of-sale vendors that are revolutionizing the dining experience!

We hire for culture, passion, and the ability to learn quickly above specific experience or previous knowledge. If you're interested in making your next career move with a company on the cutting edge of restaurant technology, check out our current openings. If you're an energetic self starter, we are looking for you!

Omnivore is committed to creating a diverse environment and is proud to be an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, sex, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. www.omnivore.io (800) 293-4058 Omnivore Technologies, Inc.

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