HungerRush
SaaS • Hardware • B2B
HungerRush is an all-in-one restaurant technology provider that offers a cloud-based POS platform along with integrated online ordering, payment processing, marketing and loyalty tools, delivery and curbside management, restaurant-grade hardware, and AI-driven voice/text ordering. The company builds software and hardware solutions to streamline restaurant operations, improve guest experience, and drive repeat business for multi-location and franchise operators.
Escalations Engineer
November 5
HungerRush
SaaS • Hardware • B2B
HungerRush is an all-in-one restaurant technology provider that offers a cloud-based POS platform along with integrated online ordering, payment processing, marketing and loyalty tools, delivery and curbside management, restaurant-grade hardware, and AI-driven voice/text ordering. The company builds software and hardware solutions to streamline restaurant operations, improve guest experience, and drive repeat business for multi-location and franchise operators.
📋 Description
• Own escalations end-to-end: reproduce, isolate, verify, and communicate progress to stakeholders. • Perform deep technical analysis (SQL forensics, logs, and telemetry) to identify impact and root cause. • Deliver customer-safe updates including clear communication of impact, workaround, and resolution ETA. • Document clean repro kits and internal RCA notes to drive faster future resolutions. • Maintain and expand the Knowledge-Centered Support (KCS) library—articles, workarounds, and decision trees. • Partner cross-functionally with Development, QA, and Product to ensure permanent fixes are tracked and implemented. • Automate common checks and repetitive troubleshooting steps using SQL, PowerShell, or macros. • Monitor feature releases and flag changes that could impact support volume, publishing “Support Impact” notes proactively. • Represent the voice of Support in release readiness and defect triage meetings. • Contribute to team culture by modeling HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed
🎯 Requirements
• 4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role • Proven ability to investigate complex technical issues across multiple systems • Advanced SQL skills, including joins, CTEs, window functions, and query optimization • Strong understanding of logs, APIs, and data structures within web or cloud-based applications • Excellent written and verbal communication skills with a customer-first tone • Demonstrated ability to work cross-functionally with Support, Product, and Engineering teams
🏖️ Benefits
• Health insurance • Retirement plans
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