Senior Support Engineer — Chicago, IL

About Tock

Tock is changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe. This includes a robust reservation, guest, and table management system for businesses of all sizes.

Nick Kokonas and Chef Grant Achatz opened Alinea to international fanfare in 2005–now a perennial Michelin three star and widely considered one of the best restaurants in the world. For years they were spending $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations. Knowing there had to be a solution to this problem, Nick started work on a new reservation system. The homemade platform was a success. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn his simple idea into a robust platform and change the way people dine around the world.

Tock’s explosive growth (as of January 2020):

  • Reached a global customer base of over 1,700 businesses in over 28 countries operating in 100+ cities
  • Booked over 25 million guests
  • Processed over $700 million in prepaid reservations
  • Named one of Fast Company’s Most Innovative companies
  • Named one of Built In Chicago's 100 Best Places to Work
  • Won Chicago Tribune's "Game Changer" Award for industry innovation

About the position

As a Senior Support Engineer, you will be the link between customers and the engineering team. You will largely be responsible for managing the software and process for supporting a large number of customers on Tock’s platform. As a Senior Support Engineer, you will work with a roster of esteemed restaurants and large enterprise restaurant groups. The successful candidate is a seasoned engineer with a proven track record of being detail-oriented, demonstrating good communication skills, analyzing customer issues, technical troubleshooting and track and manage issues for the engineering team from start to finish. As a Senior support engineer, your responsibility will also include building and managing the support engineering team.

What we're looking for

  • Bachelor’s Degree
  • At least 5 years of support engineering expertise in B2B software (SaaS preferred)
  • Experience with leading and managing support engineers
  • Experience building and managing multiple customer installations
  • Ability to code and maintain software tools in Java or Python.
  • Ability to implement web-based applications using JSON based REST APIs
  • Ability to implement JS app/widgets for web applications
  • Skilled at either Windows or Unix server administration
  • Skilled at analyzing data and providing answers to ad-hoc customer questions using SQL
  • Skilled in TCP/IP networking and network configuration
  • Must be a quick learner with the ability to multi-task in a fast-paced environment
  • Great communication and interpersonal skills
  • Must possess strong analytical, problem-solving and writing skills
  • Strong work ethic and high level of professionalism
  • Experience using tools like Salesforce/JIRA would be a plus

What you’ll do

  • Research and identify solutions to software, hardware and network issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Manage a team of support engineers, manage and implement planning, training and mentorship.
  • Ask customers targeted questions to quickly understand the root of the problem
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Build and manage internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged, tracked and resolved.
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Prepare accurate and timely reports on the support pipeline
  • Document technical knowledge in the form of notes and manuals

What we offer

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Paid time off
  • Paid parental leave
  • Free daily lunch
  • Stocked kitchen and nitro coffee on tap
  • Sunny office in Chicago's West Loop neighborhood

Interested?

Please submit your resume and cover letter, letting us know why you're interested in Tock, using the link below.
Apply now