Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.
Tier 2 support team members are responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of the first level customer service representatives (Tier-1 Customer Care). Team is dealing with events that could not be solved by other teams and require more in-depth advanced technical help.
You will report directly to the Tier-2 Team Lead!
During your shift, you will be responsible for these main activities:
Handling incoming tier-2 escalations (usually coming through Slack channel) and providing solution when possibleMonitoring our system’s health to provide fast response in case of any failureProviding assistance to other Sauce employees such as our Customer Success and Sales teams. Escalating issues to R&D when required after collecting all the issue information and providing to R&D for additional investigationCommunication is crucial to the success of this role!
Shift Schedule: 5 days a week (inclusive of weekend days when needed), 9 hours a day with one hour paid lunch
Available Shift #1: 12 PM - 9 PM ARG (1 open position)Available Shift #2: 4 PM - 1 AM ARG (1 open position)
What You'll Do:
- Handling escalations coming from the Customer Care team, creating a Jira ticket with all the relevant details, troubleshooting the issue based on the Playbook and communicating back the status of the issue.
- Monitor system health signs, investigate alerts and raise a flag in case of global system failure.
- Assist other teams based on requests and skill set required for each task.
- In case the issue must be investigated by R&D, collect all the technical information about the issue from all available sources and provide the ticket for R&D.
- Take part in a constant process of training and improvement with your TL to constantly raise the level of your expertise.
What You Bring:
- Strong problem-solving skills
- Experience in a technical role (engineering, technical support)
- Ability to understand and solve technical issues with a little guidance
- Experience working with MongoDB, Loggly, Jira and/or Slack would be a big plus
- Patient and understanding with high attention to detail
- Customer-focused with a positive attitude
- Strong communication skills
- Ability to take the initiative
- English-Speaking, but Bilingual would be a plus (English + Spanish)
- Previous experience working with restaurant industry customers, both restaurants and their diners
- You have a(n):
- Private working space with a steady internet connection
- Computer or laptop
- Keyboard and mouse, working webcam and headset with a microphone
- Primary 24” computer monitor
- Additional 24” computer monitor (preferred)
What We Offer:
- Strong & Competitive Compensation Package
- Flexible Work Environment
- 10 Paid Personal/Vacation Days
- 5 Paid Sick Days
- Monthly Wellness Stipend
- Quarterly Team Dinners & Events!
- The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!
Sauce 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.
