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Support Engineer — Chicago, IL

About Tock

Tock is changing the way restaurants, wineries, and culinary event organizers run their business. This includes a robust reservation, guest, and table management system for businesses of all sizes across the globe.

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, 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 this simple idea into a robust platform to change the way people dine around the world.

Tock’s explosive growth (as of October 2019):

  • Reached a global customer base of over 1,600 businesses in over 28 countries operating in 100+ cities
  • Has booked over 20 million guests
  • Has processed over $600 million in prepaid reservations
  • Named one of Fast Company’s Most Innovative companies
  • Won Chicago Tribune's "Game Changer" Award for industry innovation

About the position

As a 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 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.

What we're looking for

  • Bachelor’s Degree
  • At least 3 years of support engineering expertise in B2B software (SaaS preferred)
  • 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
  • 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
  • Pre-tax transit benefit
  • Paid time off
  • Paid parental leave
  • Free daily lunch
  • Nitro coffee on tap

Interested?

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