Technical Support Engineer Level 3

• Handling escalated cases (issues) from the Level 1 & 2 Support teams.
• Handling escalated issues and/or inquiries from the Solutions Design and Implementations team(s).
• Deliver an incredible escalated support experience that minimizes time to resolution and builds trust and enhances our relationship with our clients.
• Provide support, and best practices advice for users of our REST APIs, coaching locations to get the most value out of their implementations.
• Provide support for menu programming and database questions, inquiries, and issues.
• Providing feedback for the Product teams in regard to discovered software faults (bugs) and suggesting areas of improvement (feature requests).
• Interact with business customers by phone and email to assist them in supporting the applications and features.
• Investigate and troubleshoot application level internal and external customer issues related to their platform(s).
• Understand customer business needs and goals for their platform.
• Create conceptual, how-to, and reference topics for APIs.
• Gain expert knowledge of our partners API platforms to provide clear written guidance and instructions to customers on how to use each feature.

• Point-of-Sale or APi Integration design or troubleshooting experience: (Preferred)
• Demonstrate knowledge of APIs, microservices architecture, infrastructure, data architecture, security, and new technologies with clear expertise in one or more of these areas.
• Knowledge of the HTTP request/response cycle and troubleshooting common API issues.
• Knowledge of Linux.
• Familiar with Windows operating systems, peripheral network devices, and iOS/Android mobile devices.
• Ability to work both independently and with various levels of the organization, including technical and non-technical team members.
• Critical problem solving and sophisticated troubleshooting to drive resolution to technical issues.
• Strong presentation, documentation, communication and influencing skills for working with less-technical business partners and customers.
• Willingness to experiment, innovate and seek resources to learn, grow and find solutions.

Other Requirements

• Work Remotely: Yes (Including outside of the US)
• Travel: Yes (When needed)
• Experience working with POS systems is a plus.