1 Tier 4 Tech Support Engineer Job in Los Angeles, CA
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Tier 4 Tech Support Engineer
$96k-125k (estimate)
Full Time | IT Outsourcing & Consulting
3 Months Ago
Tillster is Hiring a Remote Tier 4 Tech Support Engineer
Tier 4 Tech Support EngineerLocation: Remote prefer West Coast- San Diego or Los Angeles, CA if not remote anywhere in U.S.About TillsterTillster, headquartered in the USA, is the global leader in digital ordering and customer engagement solutions. For over a decade we have developed revolutionary self-service, ordering and payments solutions – for mobile, tablet, online, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15 unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions.Our mission and passion are one in the same: Empower restaurants and consumers to engage and transact anywhere, anytime, and from any device - one consumer at a time, one order at a time, billions of times over. In doing so, together we are transforming e-commerce in restaurants and make the till grow for Tillster and our customers.What You'll DoTier 4 Tech Support Engineer• Monitor the production application and identify errors and issues before they impact customers.• Proactive production maintenance.• Investigate production bugs/issues with Engineering.• Manage production incidents / outages.• Implement application monitoring.• Respond to and resolve application alerts.• Support Engineering with privileged data access requests.• Suggest product improvements and work with product management to identify new features to reduce support burden.• Support User Acceptance Testing (UAT) and provide product feedback.• Manage on-call duties as scheduled. Support Customer Facing Teams (Support/TAM/SE/CS)• Troubleshooting escalated customer issues to determine root cause and coordinate with various teams to develop solutions or workarounds.• Identifying solutions to the challenges customers are facing - either by explaining the product functionality or by developing technical workarounds.• Validating and reproducing customer reported bugs and escalating to Engineering & Product.• Performing product optimizations for specific customers including optimizing backup or seeding speed and configuring API usage.• Performing specific privileged duties in the production environment for customers including aborting backups or seeding jobs, optimizing specific objects and add/remove objects from backup or seeding jobs, changing master admin email address, and changing the fetcher pool size for optimal application response time.• Support Proof of Concepts (POCs) and trials ensuring customers issues are escalated expeditiously and reducing issues during the sales cycle.• Improve support knowledge base and automation to enable the front-line support teams.Required Skills & Experience• Full Stack Developer Preferred but minimum a Java expert.• Strong Windows proficiency - a MUST
• A minimum of 3 years of experience as either Tier II Support, Tier III Support, Support Engineer, or 5 years exposure as a Tier 4 Support Engineer, a test engineer or as a software engineer.
• Proven technical troubleshooting skills with solid understanding of tech support environment.• Experience with POS or Kiosks a plus• Cloud experience required. AWS and Azure preferred.• Database knowledge - relational and object oriented. PostgreSQL and MariaDB experience a plus• SQL knowledge - intermediate level queries• Knowledge of Salesforce / ServiceNow / Dynamics CRM - a strong advantage.• Fluent in English - working with global teams• Highly customer oriented.• Outstanding communication skills.• Strong sense of urgency.• Experience in writing scripts in Java/Windows Batch Files/Powershell• Experience with Enterprise Software, B2B SaaS and/or in 24x7x365 organizations.• Programming skills - a strong advantage.• Social, communicative and generally a nice person :)The Interview Process
• A minimum of 3 years of experience as either Tier II Support, Tier III Support, Support Engineer, or 5 years exposure as a Tier 4 Support Engineer, a test engineer or as a software engineer.
• Proven technical troubleshooting skills with solid understanding of tech support environment.• Experience with POS or Kiosks a plus• Cloud experience required. AWS and Azure preferred.• Database knowledge - relational and object oriented. PostgreSQL and MariaDB experience a plus• SQL knowledge - intermediate level queries• Knowledge of Salesforce / ServiceNow / Dynamics CRM - a strong advantage.• Fluent in English - working with global teams• Highly customer oriented.• Outstanding communication skills.• Strong sense of urgency.• Experience in writing scripts in Java/Windows Batch Files/Powershell• Experience with Enterprise Software, B2B SaaS and/or in 24x7x365 organizations.• Programming skills - a strong advantage.• Social, communicative and generally a nice person :)The Interview Process
- Recruiter interview with a Talent Acquisition Specialist.
- Interview with Tech Support Team
- Interview with our VP of Engineering Kiosk
- Expected base salary ranges $105,000 - $145,000. Total starting compensation will be determined based on all lawful criteria, Company policy and best practices.
- Equity: All employees within the U.S. are eligible to participate in the Stock Option Plan.
- Health Benefits: All full-time, regular employees and their dependents are eligible for medical, dental, vision and FSA benefits. Additional health benefits include Healthcare and Dependent Care reimbursement programs, Employee Assistance Program (“EAP”) and Optum Care 24-hour confidential medical counseling services.
- Holidays: The company observes ten (10) paid holidays per calendar year.
- Paid Time Off (PTO): Full-time, regular employees earn 15 days of PTO in the first 12-months of continuous service, and 22 days in subsequent years. Eligible part-time employees earn pro-rated PTO.
- Retirement: Effective with your employment start date, you will be eligible to participate in the 401(k) Plan.
- Education, Learning & Development: We offer college tuition and education assistance programs; Udemy Learning courses; and ongoing learning and development opportunities.
About Tillster...
Tillster is the global leader in digital ordering and customer engagement solutions. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions. You will be part of a technology playground offering a fun, collaborative environment where ownership, problem solving, and teamwork are rewarded.
Follow us on:
Tillster.com: https://www.tillster.com/
LinkedIn: https://www.linkedin.com/company/tillster/
Twitter: @TillsterInc, https://twitter.com/TillsterInc
Facebook: https://www.facebook.com/tillsterinc
Job Summary
JOB TYPE
Full Time
INDUSTRY
IT Outsourcing & Consulting
SALARY
$96k-125k (estimate)
POST DATE
01/06/2024
EXPIRATION DATE
05/01/2024
WEBSITE
tillster.com
HEADQUARTERS
ALPHARETTA, GA
SIZE
50 - 100
FOUNDED
2002
TYPE
Private
REVENUE
$10M - $50M
INDUSTRY
IT Outsourcing & Consulting
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About Tillster
Tillster designs, builds and delivers digital ordering and engagement solutions for the restaurant industry.
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