Middleware Solutions Engineer I

We are looking for a Solutions Engineer who combines strong technical problem-solving skills with customer/partner-facing relationship management and operational leadership.

In this role, you will manage complex technical relationships with POS providers and restaurant partners, support strategic integrations, and handle escalated operational requests for high-visibility customers.You will proactively identify technical risks, drive issues through resolution, and ensure partners have a reliable and successful experience.

You will act as the bridge between Product, Engineering, Operations, Customer Success, Sales, and external partners, ensuring technical excellence while improving internal processes and customer outcomes.

This is a highly autonomous, impact-driven role with the opportunity to influence technical decisions, shape engagement models, and continuously improve our production standards.

What you will do

Technical Account Management & Partner Ownership

• Manage key technical relationships with external POS providers and restaurant groups across regional and global markets
• Own merchant technical discoveries (Sales Eng), technical deployment, and execution for both one-to-one and scaled partner engagements
• Support Enterprise and Strategic Sales Engineering in pre-sales technical conversations
• Ensure smooth integration and expansion of new technology solutions

Technical Operations & Escalation Management

• Handle complex escalated technical requests from internal teams and high-visibility customers
• Diagnose, troubleshoot, and resolve production issues with urgency and empathy
• Perform configuration changes, deployments, and product expansions
• Establish clear scope, documentation, and ETA expectations for technical engagements
• Develop workarounds and scalable solutions when standard paths do not exist

Product & Engineering Collaboration

• Partner closely with Product, Engineering, Operations, and Customer Success teams
• Collect and document partner feedback and prioritize feature requests
• Contribute to improving product reliability and market offering
• Influence technical decisions and propose innovative solutions

Process & Automation Improvement

• Identify gaps and inefficiencies in tools, workflows, and engagement models
• Develop automation tools and scripts to increase efficiency
• Improve internal production standards and documentation
• Manage and prioritize support tickets to ensure timely resolution, * Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

• 2 to 5 years of customer-facing technical support, technical operations, or technical account management experience
• Experience managing technical projects or coordinating implementations
• Experience working with POS systems, restaurant technology, or delivery platforms is highly preferred
• Experience working in production systems in cloud environments such as Google Cloud Platform or AWS

Technical Skills

• Strong technical troubleshooting and root cause analysis skills
• Working knowledge of SQL
• Familiar with at least one language, JS or Python preferred
• Familiarity with APIs and high-level software architecture concepts
• Experience with monitoring tools and production systems
• Experience with JIRA or similar project management tools is a plus

Core Competencies

• Strong ownership mentality and bias for action
• Ability to manage complex escalations calmly and effectively
• Detail-oriented and highly organized
• Ability to thrive in fast-moving and ambiguous environments
• Excellent cross-functional collaboration skills
• Proactive mindset focused on process improvement and operational excellence

The base salary range for this role is $93,000 - $109,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

• Time Off policies:

• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that’s why we created Otter - to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.