Job description
The Team & Role
SevenRooms is hiring a remote Technical Support Engineer to manage and solve client support cases. Reporting directly to the Senior Director of Engineering, you will leverage technology and software to solve problems and maximize productivity and efficiency for our clients.
The 7R Technology organization is committed to building products that help restaurants create magical experiences every day. We are a small, but rapidly growing team of engineers, scientists and builders who are on a mission to fundamentally transform the hospitality industry. Our engineers are guided by the following core values that help us stay connected and shipping often: Ownership, Customer Obsession, Collaborate & Be Transparent, Measure & Monitor, Be Creative and finally Be Yourself.
What You’ll Do
- Product Support: Manage client support cases on a daily basis, and document customer interactions and resolutions in Zendesk. Support clients on payments cases, from investigation to resolution. Own our Payment Processor knowledge, contributing to organization overall readiness
- Partner Cross-Functionally: Partner with internal teams including Product, Engineering, Sales, and Customer Success to identify and resolve Tier 2 product, feature, and integration issues; provide customer feedback and insights to inform product roadmap
- Quality Assurance: Perform detailed QA of application and customer environment issues
- Documentation: Become a SevenRooms product expert, and contribute to our technical knowledge base and support documentation
- Technical Aptitude: Assist with coding and producing out-of-box and custom client projects
- Identify Solutions: Research, diagnose, troubleshoot and identify solutions to resolve system issues
Who You Are
- 3+ years of experience in a technical support role; B2B and/or SaaS experience preferred
- Must have solid understanding of Javascript
- Knowledge and experience in APIs required
- Payment-focused technical support experience a plus
- Experience in some of the following: JSON, HTML, Python, including the ability to inspect and diagnose issues in web applications, mobile and data-intensive applications
- Experience using Zendesk, Jira, and Salesforce a plus
- A commitment to providing extraordinary customer experiences and the tenacity to drive issues to resolution
- Experience authoring and administering documents for training and knowledge bases
- Strong analytical, problem-solving ability paired with strong organizational skills
- Excellent verbal and written communication
What We Offer
- A fresh start: SevenRooms offers the unique opportunity for eligible new hires to participate in our Fresh Start Program, where the company provides the option to curate your own meaningful experience, to reset and refresh. Whether you want to prioritize self-care and rest, connect with loved ones, or treat yourself to something new – the choice is up to you and our team is ready to help make that happen.
- Equitable compensation: Our compensation packages are based on competitive external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry.
- Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection.
- Employee programs: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You will also receive unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure.
- Learning and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs as part of many reimbursement options available through Roomie’s Choice.
About SevenRooms
SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation.
Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, José Andrés Group, Union Square Hospitality Group, Australian Venue Company, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.
SevenRooms has been recognized as a top employer for its people-first approach by publications including:
- Inc. Best Workplaces (2023, 2022, 2020)
- Inc. 5000 (2024, 2023, 2022)
- Ragan’s Platinum HR Awards Finalist (2022)
- Built in Best Places to Work NYC (2023, 2022, 2021, 2020)
- Built in Best Place to Work NYC - Midsize Companies (2023, 2022)
- VentureFizz Unique PTO (2022)
- Forbes Best Startup Employers (2022)
SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.
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