Technical Support Specialist – Tier I

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🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Incentivio

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤝 B2B

☁️ SaaS

🛍️ eCommerce

💰 $10M Series A on 2023-05

B2B • SaaS • eCommerce

Incentivio is a comprehensive platform designed to transform how restaurants engage customers and drive growth. The company offers a suite of tools including personalized marketing campaigns, integrated loyalty programs, online ordering, and mobile app solutions. Incentivio's platform leverages AI and machine learning to provide actionable analytics and automate guest engagement through features like upsell recommendations, churn management, and menu intelligence. By consolidating various tools into one platform, restaurants can maintain control over their digital experience, offer tailored ordering without commission fees, and enhance guest relationships with data-driven marketing. Incentivio is trusted by over 3500 restaurant locations for its advanced guest insight and intelligent engagement strategies.

📋 Description

• Investigate and resolve complex issues related to API integrations, online ordering, loyalty programs, and platform configurations. • Analyze system behavior, identify root causes, and provide effective solutions for customers. • Serve as a primary escalation resource for Customer Care and Customer Success teams. • Partner with Engineering and Product teams to troubleshoot and resolve customer-impacting issues. • Deliver timely, professional, and high-quality support through phone, email, and ticketing systems. • Maintain ownership of issues from initial investigation through final resolution. • Configure and troubleshoot menus, promotions, loyalty settings, ordering workflows, and third-party integrations. • Support customers during implementation, optimization, and ongoing platform use. • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles. • Share technical expertise and best practices with teammates to improve overall team effectiveness. • Identify recurring issues and opportunities to improve workflows, support processes, and the customer experience. • Provide feedback to internal teams on product enhancements and common customer pain points. • Work closely with Customer Success, Product, Engineering, and Implementation teams to advocate for customers and drive successful outcomes.

🎯 Requirements

• 1+ years of experience in a technical support role or 2+ years of experience in a customer support role. • Experience supporting third-party integrations, APIs, webhooks, middleware platforms, and data synchronization between technology systems. • Ability to investigate software configuration issues, integration errors, platform bugs, and user-reported technical problems with strong attention to detail. • Proficiency using Zendesk, Slack, and Notion in a customer support or technical support environment. • Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. • Ability to manage support issues from intake through resolution while keeping customers and internal stakeholders informed.

🏖️ Benefits

• Competitive health, dental, and vision insurance options, with very generous company-paid options • 401(k) program • Equity in a high-growth startup continuing to expand • Generous PTO and Parental leave policies that we encourage you to use, plus all federal holidays off • Company-sponsored employee recognition program • Company-sponsored games, team-building activities, and culture events during working hours. • Flexible and supportive work environment that values work-life balance and autonomy. • Opportunity to make a direct impact at a rapidly growing restaurant technology company. • Exposure to cutting-edge restaurant technology, AI tools, and digital guest engagement solutions. • Professional growth opportunities with the ability to expand your technical expertise and advance your career as the company scales. • Collaborative, low-ego team culture where new ideas are encouraged and contributions are recognized.