Product Support Specialist working closely with diverse customers to enhance product value and experience at Clay. Interacting with teams to gather feedback and improve user experience.
About the role
- Salesforce Platform Engineer responsible for improving Restaurant365’s Salesforce platform and handling development tasks. Supporting a SaaS product tailored for the restaurant industry.
Responsibilities
- Supporting the Salesforce Platform Engineering team with day-to-day development and administration work
- Delivering enhancements, bug fixes, and configuration aligned to team standards
- Handle complex Enterprise cases across all R365 product areas and integrations
- Own customer communication from intake through resolution with clear, timely updates
- Troubleshoot configuration, data, and integration issues and provide solutions or workarounds
- Escalate issues to Product, Engineering, or other internal teams with complete documentation
- Maintain accurate, detailed ticket notes and meet SLA and quality expectations
- Provide scheduled after-hours support (evenings/weekends/holidays as needed)
- Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed
- Participate in on-call or incident response rotations for critical customer-impacting events
- Monitor Enterprise queues and assign/reassign work based on skills, urgency, and capacity
- Identify at-risk tickets and bottlenecks and surface them to team leads/managers
- Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations
- Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows
Requirements
- Proven track record as a high-performing Support Specialist or similar SaaS support role.
- Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.
- Demonstrated ability to troubleshoot complex, multi-step and integration-related issues.
- Excellent written and verbal communication skills with both technical and non-technical audiences.
- Strong time management, prioritization, and documentation discipline.
- Comfortable working in ticketing, chat, and phone-based support tools.
- Willing and able to work after-hours shifts, including evenings, weekends, or holidays, as scheduled.
- Experience supporting Enterprise or Strategic customers in a SaaS environment.
- Deep experience with restaurant technology (POS, payroll, accounting, HR/ATS, or similar tools).
- Prior experience with queue management, scheduling, or work assignment.
- Restaurant industry and/or accounting experience.
- Bachelor’s degree in Business, Information Systems, Accounting, or a related field (or equivalent experience).
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