Technical Product Support - Austin (Hybrid)

Hi there! We’re PAR and our purpose is:

To deliver solutions that connect people to the restaurants, meals and moments they love.

We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we’re calling all rebels, instigators, idealists and builders to join our constantly growing team!

PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.

Our mission is to build the number one restaurant technology company in the world and we’re off to great start.

We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!

Title: Technical Support Representative, (also know as Product Support Specialist)

Location: Austin, TX OR Markham, Ontario, Canada

Reporting to: Sr. Manager of Technical Support

Punchh is seeking a Product Support Specialist to join the Support team. The Product Support Specialist plays an important role on the team in a customer facing capacity. Once trained on the Punchh marketing platform, they will be the point of contact for responding to and assisting business customers with questions related to the proper configuration of campaigns, software integrations and other features (loyalty, gift card management, etc.) designed and executed through the Punchh platform. We’re looking for someone who internalizes a passion for delivering excellence to customers and who has a strong interest in marketing technology platforms and serving business customers in the restaurant, convenient store, and retail industries. The ideal candidate will have a curious nature, a strong aptitude for asking the right questions, the ability to understand and uphold process and will have a strong desire to find solutions for the customers. Our team will be working on the same Punchh platform SaaS interface our clients use to investigate technical issues.

What You'll Do

• Where required, adopt flexible work time schedules, this role is 8:00a-5:00p CT or similar with some occasional on-call or overtime as needed.
• Investigate and troubleshoot technical issues at the application level related to the Punchh SaaS platform
• Interact with business customers by phone and email to assist them in supporting SaaS application and features in the Punchh marketing platform as well as Point of Sale and API integrations
• Understand customer business needs and goals for their marketing campaigns and segments built on the platform

What You'll Need

• Bachelor’s Degree with a technical background
• Ability to prioritize and triage competing priorities and maintain focus on successful resolution of client issues and tasks
• 3 or more years of technical/troubleshooting work experience with SMB and enterprise customers in an application support role in a SaaS company.
• Experience in marketing technology, loyalty program, or digital marketing campaign experience a plus
• Clear communicator, on Zoom calls as well as, email
• Embraces a strong sense of accountability and ownership
• Creative, resourceful problem-solver
• Impeccable attention to detail
• Strong time management skills and the ability to respond well to time pressures and deadlines
• 2-3 years of experience in two or more core areas: SMTP, DNS, HTML/CSS, Network troubleshooting, API Log reading, Mobile App troubleshooting
• Plus 1-2 years of experience in POS system implementation and troubleshooting
• Curious, investigative nature - skilled at probing and asking questions to get to the core of customer issues
• Customer empathy and strong desire to resolve issues while maintaining customer happiness

Benefits

• In-office lunch provided, social events, plus a well-stocked refrigerator
• Employee Assistance Program + Annual Preventative Health Stipend
• 401K
• Healthcare coverage, FSA, HSA
• Competitive salaries, bonus and stock options
• Professional development
• Life and AD&D insurance
• Maternity and Paternity (Bonding) Leave
• Unlimited PTO

The hourly rate range for this position is $26.92-33.65/ hr USD (US) or $28.60-36.05/hr CAD (Canada) commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.