Senior Technical Support Engineer managing customer technical support for Stryker’s Vocera solutions. Documenting issues, monitoring inquiries, and collaborating within the company to enhance customer experience.
About the role
- Technical Support Specialist providing first-class technical assistance to Grubtech customers. Troubleshooting and resolving technical issues for platform, integration, and POS-related challenges.
Responsibilities
- Provide first- and second-level technical support to customers via ticketing systems, chat, and email
- Troubleshoot issues related to: o Order flow and integrations o POS systems o Delivery platform connections
- Monitor system performance and identify recurring issues or outages
- Escalate complex technical problems to engineering or product teams with clear documentation
- Collaborate closely with Onboarding, Activations, Content, and Customer Success teams to resolve customer issues efficiently
- Ensure all support tickets are logged, tracked, and resolved within defined SLAs
- Maintain accurate documentation, FAQs, and troubleshooting guides
- Provide feedback to internal teams on product bugs, improvements, and customer pain points
Requirements
- 1–3 years of experience in technical support or SaaS support
- Strong troubleshooting and problem-solving skills
- Experience working with ticketing systems
- Basic understanding of : - APIs and integrations - POS systems or restaurant tech (preferred)
- Excellent communication skills and ability to explain technical issues in simple terms
- Ability to work in a fast-paced, customer-facing environment
- Comfortable supporting customers across different regions and time zones
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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