The Team & Role

SevenRooms is hiring a remote Technical Support Engineer to manage and solve client support cases. Reporting directly to the 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
• 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
• 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 with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You’ll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time.

• Fair and equitable compensation: Our compensation packages are competitive based on external market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry. In addition, we also offer equity in our growing organization.
  • The salary range for this role is $90,000-$105,000. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable.
    

• Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, and unique wellness offerings that include One Medical, Spring Health, Carrot, and Headspace.  

• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional monthly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team.
• Opportunities for training 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.