Support Specialist (SaaS)

TL;DR

Support Specialist (SaaS): Providing high-quality technical support for a restaurant operations management platform with an accent on troubleshooting complex data discrepancies and database issues. Focus on writing advanced SQL queries, analyzing system logs, and bridging the gap between technical development teams and non-technical customers.

Location: Must be based in the United States (Atlanta, Boston, or Louisville preferred).

Compensation: $77,000 – $91,375 (base + variable).

Company

A global software company providing an AI-powered operations management suite for multi-unit restaurant brands.

What you will do

• Resolve customer-reported issues within the platform and maintain clear communication on ticket progress.
• Troubleshoot technical problems using internal tools and analyze data discrepancies across multiple systems.
• Develop and optimize dynamic SQL scripts to ensure data integrity and support enterprise reporting.
• Translate complex technical details into accessible language for customers.
• Collaborate directly with product development teams to research and resolve deep-dive technical issues.
• Empathize with customer situations to ensure high-quality resolutions and satisfaction.

Requirements

• 3-5 years of remote application support experience.
• 2-4 years of customer-facing experience, preferably in the hospitality industry.
• Advanced SQL knowledge, including multi-table queries and database diagnostics.
• Ability to read and analyze code to trace errors and understand application logic.
• Intermediate understanding of database replication and distributed environments.
• Must be authorized to work in the United States.

Nice to have

• Experience with Jira, Confluence, and Zendesk.
• Familiarity with REST APIs, XML, and SFTP troubleshooting.
• Experience supporting cruise line operations or enterprise procurement.
• Background working with distributed teams across multiple time zones.

Culture & Benefits

• Competitive pay with 401k employer match.
• Comprehensive medical, dental, and vision benefits including FSA/HSA options.
• Unlimited PTO and paid company holidays.
• 10 weeks of paid parental leave.
• Yearly team off-sites and international travel opportunities.
• Fitness reimbursement and wellness benefits.