SevenRooms is hiring a remote Technical Support Engineer to manage and solve client support cases. Reporting directly to the Senior Director of Engineering, you will leverage technology and software to solve problems and maximize productivity and efficiency for our clients.
The 7R Technology organization is committed to building products that help restaurants create magical experiences every day. We are a small, but rapidly growing team of engineers, scientists and builders who are on a mission to fundamentally transform the hospitality industry. Our engineers are guided by the following core values that help us stay connected and shipping often: Ownership, Customer Obsession, Collaborate & Be Transparent, Measure & Monitor, Be Creative and finally Be Yourself.
What You’ll Do
* Product Support: Manage client support cases on a daily basis, and document customer interactions and resolutions in Zendesk. Support clients on payments cases, from investigation to resolution. Own our Payment Processor knowledge, contributing to organization overall readiness
* Partner Cross-Functionally: Partner with internal teams including Product, Engineering, Sales, and Customer Success to identify and resolve Tier 2 product, feature, and integration issues; provide customer feedback and insights to inform product roadmap
* Quality Assurance: Perform detailed QA of application and customer environment issues
* Documentation: Become a SevenRooms product expert, and contribute to our technical knowledge base and support documentation
* Technical Aptitude: Assist with coding and producing out-of-box and custom client projects
* Identify Solutions: Research, diagnose, troubleshoot and identify solutions to resolve system issues
Who You Are
* 3+ years of experience in a technical support role; B2B and/or SaaS experience preferred
* Knowledge and experience in APIs required
* Payment-focused technical support experience a plus
* Experience in some of the following: JSON, HTML, Python, including the ability to inspect and diagnose issues in web applications, mobile and data-intensive applications
* Experience using Zendesk, Jira, and Salesforce a plus
* A commitment to providing extraordinary customer experiences and the tenacity to drive issues to resolution
* Experience authoring and administering documents for training and knowledge bases
* Strong analytical, problem-solving ability paired with strong organizational skills
* Excellent verbal and written communication
What We Offer
* A fresh start: SevenRooms offers the unique opportunity for eligible new hires to participate in our Fresh Start Program, where the company provides the option to curate your own meaningful experience, to reset and refresh. Whether you want to prioritize self-care and rest, connect with loved ones, or treat yourself to something new – the choice is up to you and our team is ready to help make that happen.
* Equitable compensation: Our compensation packages are based on competitive external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry.
* Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection.
* Employee programs: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You will also receive unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure.
* Learning and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs as part of many reimbursement options available through Roomie’s Choice.
About SevenRooms
SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation.
Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, José Andrés Group, Union Square Hospitality Group, Australian Venue Company, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.
SevenRooms has been recognized as a top employer for its people-first approach by publications including:
* Inc. Best Workplaces (2023, 2022, 2020)
* Inc. 5000 (2024, 2023, 2022)
* Built in Best Places to Work NYC (2023, 2022, 2021, 2020)
* Built in Best Place to Work NYC - Midsize Companies (2023, 2022)
* Forbes Best Startup Employers (2022)
SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.
Accepted file types: pdf, doc, docx, txt, rtf
Enter manually
Accepted file types: pdf, doc, docx, txt, rtf
Are you presently based in the United Kingdom? * Select...
Do you have experience troubleshooting API/integrations issues? * Select...
Will you now, or in the future, require visa sponsorship for employment from SevenRooms? * Select...
LinkedIn Profile
Website
How did you hear about this job? Select...
Additional Demographic Questions
This questionnaire is 100% secure, anonymous, and optional, though we strongly encourage you to participate. Your responses to these questions are not linked to your job application, and therefore will have no impact on your candidacy. With a high participation rate, we can confidently take actions that focus on enhancing our outreach to various groups and communities.
What's your current work status? Select...
Which option best describes your gender? Select...
What are your prefered pronouns? Select...
Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in SevenRooms’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Select...
Voluntary Self-Identification of Disability
Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026
Voluntary Self-Identification of Disability
Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .
How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
* Alcohol or other substance use disorder (not currently using drugs illegally)
* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
* Blind or low vision
* Cancer (past or present)
* Cardiovascular or heart disease
* Celiac disease
* Cerebral palsy
* Deaf or serious difficulty hearing
* Diabetes
* Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
* Epilepsy or other seizure disorder
* Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
* Intellectual or developmental disability
* Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
* Missing limbs or partially missing limbs
* Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
* Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
* Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
* Partial or complete paralysis (any cause)
* Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
* Short stature (dwarfism)
* Traumatic brain injury
Disability Status Select...
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
#J-18808-Ljbffr