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Support Engineer
Chicago, IL

About Tock

Tock is the only all-in-one system for reservations, takeout, delivery, and events. We are 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.

Tock’s explosive growth:

  • Awarded Fast Company's "Most Innovative Companies" for 2021
  • Awarded Built In’s “2021 Best Places to Work”
  • Awarded America’s Hottest Brands of 2020 by AdAge
  • Announced an exclusive partnership and integration with Chase Pay & Ultimate Rewards and WineDirect
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 30 countries operating in 200+ cities
  • Processed over $1 billion in prepaid reservations
  • Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and more
  • Named one of 2019's 50 Startups to Watch

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
  • Paid time off
  • Paid parental leave

How to apply

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