Technical Support Engineer

Back Nine Golf is looking for a detail-oriented, curious, and technically minded Support Engineer to help investigate and resolve escalated franchisee support issues across our business software and internal systems.

This role focuses on Back Nine Golf's franchisee tools and operational systems, including the Franchise Portal, customer booking website, memberships, payments, booking flows, CRM-related workflows, reporting, and integrations. This role is not primarily focused on troubleshooting golf simulator hardware or third-party simulator software.

The Support Engineer will serve as the bridge between Tier 1 Support, franchisees, and the development team. This person will review escalated tickets, investigate issues, determine likely root causes, communicate clearly with franchisees, document findings, and help ensure development receives well-defined and verified issues.

The ideal candidate is a self-starter who is comfortable working through unfamiliar systems, asking good questions, reviewing logs and database records, reading through code when needed, using AI tools responsibly, and helping franchisees resolve issues in a timely, professional, and helpful manner., Escalated Ticket ReviewReview tickets escalated from Tier 1 Support and determine whether the issue is a bug, configuration issue, data issue, integration issue, expected behavior, user misunderstanding, or feature request.

Technical InvestigationInvestigate issues across Back Nine Golf's business systems using available tools, logs, database records, internal documentation, and code when needed.

Franchisee Support and ResolutionWork with franchisees in a professional, helpful, and timely manner to understand their concerns, communicate findings, provide next steps or workarounds, and help drive issues toward resolution.

Development HandoffWhen an issue requires development review, provide clear notes explaining what was reported, what was checked, what was confirmed, and what still needs investigation.

Communication and DocumentationCommunicate clearly with franchisees, Tier 1 Support, developers, and leadership. Document findings in tickets so others can easily understand the issue, investigation, confirmed facts, and next steps.

Tier 1 Support GuidanceHelp Tier 1 Support understand technical findings and clarify which issues should be resolved at Tier 1 versus escalated for deeper review.

Prioritization AwarenessHelp identify whether an issue is urgent, isolated, recurring, or potentially widespread so it can be prioritized appropriately.

On-Call SupportParticipate in the support on-call rotation approximately once per month to help respond to urgent after-hours issues as needed.

AI-Assisted Problem SolvingUse AI tools and other research resources to support troubleshooting, documentation, and learning while applying good judgment and validating information before relying on it.

• Strong problem-solving and troubleshooting skills.
• Experience reviewing logs, error messages, database records, and internal data tools to investigate issues.
• Comfortable navigating databases to look up records, compare data, and understand how an issue occurred.
• Ability to understand an existing codebase well enough to trace behavior and communicate findings to developers.
• Excellent written communication skills and ability to explain technical concepts clearly.
• Strong attention to detail and accurate documentation habits.
• Ability to work professionally with franchisees, Tier 1 Support, developers, and leadership.
• Ability to distinguish between bugs, configuration issues, expected behavior, user misunderstandings, integration issues, and feature requests.
• Comfortable using support systems, admin portals, internal documentation, software tools, and AI tools to investigate issues.
• Experience in customer support, technical support, QA, software troubleshooting, or a related role preferred.
• Experience with Jira, CRM systems, payment systems, booking platforms, or support ticketing systems is a plus.
• Golf or franchise operations experience is a plus, but not required.

Pulled from the full job description

• Paid time off