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Tier III Software Support Engineer
Location:
Atlanta, GA
Description:
Tier III Software Support Engineerremote prefer candidate East Coast 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. Tillster seeks to hire a T ier III Software Support and Operations Engineer who has experience also with Java Back End Software technology , to be responsible for handling the most difficult or advanced of problems escalated by Technical Support, Engineering and/or customers; and, when there are no support issues, provide code deliverables. This role will also be responsible for coordinating and assisting in POS PSI implementations. Role & Responsibilities: Tier/Level 3 (T3 / L3) Software Support Engineer Collect information and document bugs with colleagues across Technical Support, QA and Engineering for product issues that are impacting customers Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible Provide interface between Technical Support, Product and Engineering teams Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience Oversee technical escalations, including identification of root cause and issue resolution Understand and adhere to all the company’s SLAs and contractual agreements including but not limited to response times, remediation, notification and communication, and cradle to grave resolution Comply with all reporting requirements Provide technical and non-technical mentoring to Tier 1 Support Engineers Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain Tillster products and services Author and review knowledge base content to drive support scalability and improve customer self service capabilities Provide feedback to colleagues in charge of training and documentation so that common or emerging issues can be addressed before they become serious or widespread Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers Check Zendesk tickets and update as needed Work with customers to resolve/replicate issues Validate new Stores before going live to make sure orders are being received and successful Work directly with customers to test new settings or new installations of the Tillster Agent (Hub) Role & Responsibilities: Java Back End Software Engineer With a focus on external system integrations (Point-of-Sale, payments) you will be developing web services for integration into different enterprise applications in a scalable and reusable manner Working as part of a team of intelligent, experienced and dedicated globally-distributed developers in support of multi-national brands and millions of hungry users Utilizing various application integration techniques to communicate with third party and legacy/back-end systems Requirements BA/BS/MS in Computer Science, Management Information Systems, or related discipline 3+ years as Java Developer, building cloud/ Server less components and experience providing direct technical support to customers Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment Ability to learn new technologies quickly Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.) Ability to work independently with little direct supervision and as a part of a team Excellent analytical and organizational abilities Ability to remain calm, composed and articulate when dealing with tough customer situations Strong Java SWE with expertise in the following: Experience in design and development of reusable service-oriented Java applications using restful web services Java technologies: Core Java, Collections, Servlets, JDBC, JSON, JUNIT, JAX-RS, Git, Java Executor Relevant operating system knowledge (Linux, Windows, Containers) and networking Ability to communicate effectively in English, with good verbal and written skills Previous experience with Point-of-Sale development is a plus Experience supporting REST APIs and SOAP Hands on experience using monitoring tools such as Cloudwatch, ELK stack (Kibana logs) and New Relic AWS Experience a must Experience with writing and troubleshooting Lambdas (Java based). Best practices/performance considerations etc Experience with DynamoDB, S3 integration, SnS, SQS, Cloudwatch. Hands on Experience with AWS Event Bridge, IOT Core, Cloudformation preferred AWS developer Certification would be a plus Experience with Jira and working in an Agile environment preferred Making a Difference in the Tillster Way Our business and product mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status. Pay and Benefits (USA) Expected base salary range $105,000 - $135,000. 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. Local Candidates Strongly Preferred No Visa Sponsorship Principals only – no Agencies or calls please 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/TillsterIncFacebook: https://www.facebook.com/tillsterinc Powered by JazzHR
Company:
Tillster
Posted:
May 21 on The Resumator
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More About this Listing: Tier III Software Support Engineer
Tier III Software Support Engineer is a Engineering Engineer Job at Tillster located in Atlanta GA. Find other listings like Tier III Software Support Engineer by searching Oodle for Engineering Engineer Jobs.
Tier III Software Support Engineer is a Engineering Engineer Job at Tillster located in Atlanta GA. Find other listings like Tier III Software Support Engineer by searching Oodle for Engineering Engineer Jobs.