Support Specialist, Technical

The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform. This role focuses on troubleshooting configuration, workflow, and data-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations. The ideal candidate brings strong technical aptitude, structured problem-solving skills, and the ability to communicate clearly with both technical and non-technical stakeholders., * Gather detailed technical and business information from customers to troubleshoot reported issues

• Diagnose configuration, workflow, and data-related issues and deliver accurate solutions

• Educate customers on Restaurant365 system functionality and best practices

• Route non-technical or non-applicable issues to appropriate teams when necessary

• Identify, document, and escalate suspected software defects with clear reproduction steps and impact details

• Participate in live chat rotations

• Manage a personal queue of customer tickets while meeting SLA and quality standards

• Identify gaps in internal and customer-facing documentation and contribute improvements

• Assist Support leadership in rolling out new platform features or workflows

• Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability, scheduling changes, or unforeseen delays - particularly when supporting customers across multiple time zones

• High attention to detail, particularly when working with system configuration and financial data

• Strong Excel skills, including data review and validation

• Flexible and adaptable to shifting customer and team needs

• Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure

• Excellent written and verbal communication skills, with the ability to simplify complex technical concepts

• Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone)

• Experience working with integrated systems and understanding how data flows between applications

• Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes

PREFERRED QUALIFICATIONS

• Bachelor’s degree with emphasis in business, finance, accounting, or information systems

• Restaurant industry experience

• Strong understanding of general business processes and workflows

• Previous experience in a technical support or customer-facing technical role

• Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)

• Competitive compensation package
• Comprehensive medical benefits
• 401k + matching
• Team member stock options
• Flexible PTO + Company holidays

• Wellness initiatives This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday. Why join our amazing team?

• We’re a community that prides itself on creating innovative solutions and producing quality work.
• Our product is the secret ingredient that makes a real difference to restaurants nationwide.

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” … and we want that for you too!