Platform Innovation, Technical Support Lead About the Team The Platform Innovation team drives strategy, support, and scaling for one of the most exciting and fastgrowing projects within our restaurant platform business. Our support team ensures merchants receive whiteglove technical assistance that keeps their operations running seamlessly and builds longterm trust in our platform. About the Role You will report into the Assoc Mgr of Support and serve as a key leader within our broader Restaurant Platform organization. In this role, you will directly manage daytoday merchant escalations while also shaping how we scale support to thousands of restaurants. You will combine strong technical troubleshooting skills with leadership experience to guide agents, improve processes, and ensure we maintain industryleading service levels. Youre excited about this opportunity because you will Handle frontline merchant support directly, serving as the escalation point for complex technical issues that require networking or systemlevel expertise. Lead by example on tickets and live interactions, setting the bar for quality, speed, and ownership. Mentor and coach support agents, building their confidence and ability to resolve issues independently. Contribute to the growth of the support org by helping improve training programs, internal knowledge resources, and performance standards. Play a key role in expanding the scope of support phone, video, extended hours while ensuring we maintain whiteglove quality. Were excited about you because You have 5 years of experience in technical support, ITnetworking, or related operations, with a proven track record of diagnosing and resolving complex issues in live environments. You have 2 years of leadership or team management experience, mentoring others and building scalable processes. You thrive in fastchanging, ambiguous environments and are motivated by building systems from the ground up. You are a structured problem solver who can both dive deep into technical detail and zoom out to design scalable solutions. You have excellent communication skills and experience working directly with merchants, clients, or customers in highstakes situations. Experience with POS systems, networking LANWAN troubleshooting, routerswitch configuration, or distributed hardware is a plus
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 7.25/hr.
