Tier III Software Support Engineer
Tillster
Tier III Software Support Engineer
remote prefer candidate East Coast
About Tillster
Tillster, 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 Tier 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 EngineerCollect information and document bugs with colleagues across Technical Support, QA and Engineering for product issues that are impacting customersServe as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possibleProvide interface between Technical Support, Product and Engineering teamsMeet or exceed customer expectations on response quality, timeliness of responses and overall customer experienceOversee technical escalations, including identification of root cause and issue resolutionUnderstand 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 resolutionComply with all reporting requirementsProvide technical and non-technical mentoring to Tier 1 Support EngineersProvide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain Tillster products and servicesAuthor and review knowledge base content to drive support scalability and improve customer self service capabilitiesProvide feedback to colleagues in charge of training and documentation so that common or emerging issues can be addressed before they become serious or widespreadPush creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customersCheck Zendesk tickets and update as neededWork with customers to resolve/replicate issuesValidate new Stores before going live to make sure orders are being received and successfulWork directly with customers to test new settings or new installations of the Tillster Agent (Hub)Role & Responsibilities: Java Back End Software EngineerWith 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 mannerWorking as part of a team of intelligent, experienced and dedicated globally-distributed developers in support of multi-national brands and millions of hungry usersUtilizing various application integration techniques to communicate with third party and legacy/back-end systems
RequirementsBA/BS/MS in Computer Science, Management Information Systems, or related discipline3+ years as Java Developer, building cloud/ Server less components and experience providing direct technical support to customersReal passion for solving customer issues and advocating for their success, in a fast paced, highly technical environmentAbility to learn new technologies quicklyExcellent 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 teamExcellent analytical and organizational abilitiesAbility to remain calm, composed and articulate when dealing with tough customer situationsStrong Java SWE with expertise in the following:Experience in design and development of reusable service-oriented Java applications using restful web servicesJava technologies: Core Java, Collections, Servlets, JDBC, JSON, JUNIT, JAX-RS, Git, Java ExecutorRelevant operating system knowledge (Linux, Windows, Containers) and networkingAbility to communicate effectively in English, with good verbal and written skillsPrevious experience with Point-of-Sale development is a plusExperience supporting REST APIs and SOAPHands on experience using monitoring tools such as Cloudwatch, ELK stack (Kibana logs) and New RelicAWS Experience a mustExperience 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 plusExperience with Jira and working in an Agile environment preferredMaking 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 $125,000 - $145,000. 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
remote prefer candidate East Coast
About Tillster
Tillster, 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 Tier 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 EngineerCollect information and document bugs with colleagues across Technical Support, QA and Engineering for product issues that are impacting customersServe as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possibleProvide interface between Technical Support, Product and Engineering teamsMeet or exceed customer expectations on response quality, timeliness of responses and overall customer experienceOversee technical escalations, including identification of root cause and issue resolutionUnderstand 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 resolutionComply with all reporting requirementsProvide technical and non-technical mentoring to Tier 1 Support EngineersProvide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain Tillster products and servicesAuthor and review knowledge base content to drive support scalability and improve customer self service capabilitiesProvide feedback to colleagues in charge of training and documentation so that common or emerging issues can be addressed before they become serious or widespreadPush creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customersCheck Zendesk tickets and update as neededWork with customers to resolve/replicate issuesValidate new Stores before going live to make sure orders are being received and successfulWork directly with customers to test new settings or new installations of the Tillster Agent (Hub)Role & Responsibilities: Java Back End Software EngineerWith 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 mannerWorking as part of a team of intelligent, experienced and dedicated globally-distributed developers in support of multi-national brands and millions of hungry usersUtilizing various application integration techniques to communicate with third party and legacy/back-end systems
RequirementsBA/BS/MS in Computer Science, Management Information Systems, or related discipline3+ years as Java Developer, building cloud/ Server less components and experience providing direct technical support to customersReal passion for solving customer issues and advocating for their success, in a fast paced, highly technical environmentAbility to learn new technologies quicklyExcellent 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 teamExcellent analytical and organizational abilitiesAbility to remain calm, composed and articulate when dealing with tough customer situationsStrong Java SWE with expertise in the following:Experience in design and development of reusable service-oriented Java applications using restful web servicesJava technologies: Core Java, Collections, Servlets, JDBC, JSON, JUNIT, JAX-RS, Git, Java ExecutorRelevant operating system knowledge (Linux, Windows, Containers) and networkingAbility to communicate effectively in English, with good verbal and written skillsPrevious experience with Point-of-Sale development is a plusExperience supporting REST APIs and SOAPHands on experience using monitoring tools such as Cloudwatch, ELK stack (Kibana logs) and New RelicAWS Experience a mustExperience 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 plusExperience with Jira and working in an Agile environment preferredMaking 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 $125,000 - $145,000. 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.
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Tillster.com: https://www.tillster.com/
LinkedIn: https://www.linkedin.com/company/tillster/
Twitter: @TillsterInc, https://twitter.com/TillsterInc
Facebook: https://www.facebook.com/tillsterinc
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