Technical Support Engineer - POS

We’re looking for a Technical Support Engineer who will be the go-to technical resource for Owner POS. You’ll own the POS escalations channel - our internal hub for POS-related issues coming in from CS and Launch - and be the connective tissue between those teams and the POS engineering team.

This isn’t a traditional support role. You’ll be getting into the weeds: reading logs, reproducing bugs, pulling DB records, and solving problems that require real technical depth. Some engineering experience is a plus - we want someone who’s comfortable reading code and working closely with engineers, not just routing tickets.

You’re not here to just close tickets. You see a repeated problem and start thinking about how to eliminate it - whether that’s building an AI-powered triage flow, creating a Retool tool so CS can self-serve, or running a training session that cuts escalations in half. You’re customer-obsessed, and you want the whole org to be too.

The impact you will have

• Own the POS escalations channel - triage, validate, and resolve incoming bug reports and technical questions from CS, Launch, and Engineering
• Reproduce and confirm bugs; provide Engineering with clear steps to reproduce, root-cause insights, and relevant logs from Datadog or other tooling
• Resolve and filter out non-bugs (config issues, user error, expected behavior) so Engineering stays focused on roadmap work
• Handle issues that require elevated access: production DB lookups, internal scripts, Datadog queries, network tab investigation
• Be a true partner to the POS Engineering team - know the product and codebase well enough to flag what matters and provide real context when escalating
• Build relationships with CS and Launch to help them troubleshoot POS issues more independently over time
• Identify patterns in escalations and surface knowledge gaps back to Enablement
• Partner with Enablement to flag and shape documentation and knowledge base updates - new content, revisions, and gaps surfaced from real escalations
• Advocate for customers and influence POS product direction through structured feedback, * Recruiter Screen - 30-minute call to align on your background, what you’re looking for, and answer any early questions.
• Hiring Manager Screen - 30-minute video interview to go deeper on your experience and how you work.
• Full Interview Round - 45-minute mock case study interview with team leaders to valuate the ability to build or suggest tools and processes to streamline support operations. Evaluate the ability to build or suggest tools and processes to streamline support operations
• Final Round - 30-minute video conversation with a senior leadership member.

Do you have experience in Peripheral hardware support?, * 3-5+ years in a technical support, support engineering, or adjacent role - ideally in a SaaS environment

• Some engineering or development experience - comfortable reading code, not just supporting it
• Experience with observability and monitoring tools like Datadog (log analysis, metrics, traces)
• Familiarity with database concepts (e.g., Postgres) and comfort running basic lookups or queries
• Experience working in ticketing systems like Linear or Jira
• Experience troubleshooting hardware and supporting physical devices in a technical environment
• Familiarity with MDM tools like Esper or similar platforms
• Strong troubleshooting instincts - able to systematically isolate and reproduce issues
• Comfortable building with AI tools or incorporating AI into workflows - curiosity and willingness to experiment matter more than years of experience here
• Driven to identify what’s slowing down customer-facing teams and motivated to actually fix it - whether through tooling, documentation, or training
• Customer-facing experience and genuine empathy for the end user
• Strong communicator across technical and non-technical audiences

Nice to have

• Experience with POS systems or restaurant tech
• Hands-on experience with POS hardware (terminals, printers, card readers, network peripherals)
• Familiarity with Esper or other MDM platforms for device management and remote troubleshooting
• Familiarity with Retool or similar internal tooling platforms
• Experience building AI-powered tools or automations (agents, triage flows, internal assistants, etc.)

Owner is the AI-native system local business owners use to succeed, starting with restaurants.

We’re building the system that replaces the many tools owners use to run their business.

It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.

Product philosophy

Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.

Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.

Using Owner should feel like having a team of great operators, engineers, and marketers working for you.

Our vision

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants - we’ll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

Read our Series C memo here

Our traction

Since 2020, we’ve generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.

More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team

Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2026 to keep pace with our customer growth.

Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!