[Hiring] Customer Support L1 - Intermediate Engineer (L2) @CodeRoad

Role Description

The Intermediate Engineer (Level 2) on the Customer Support L1 team is a key contributor and an advanced technical resource, responsible for the consistent and high-quality resolution of Level 1 incidents.

This role is designed to move beyond the foundational learning stage (L1 Junior), tackling well-defined technical challenges with increasing independence within the 16x7x365 support scope. The primary focus is high-quality support execution, adherence to Service Level Objectives (SLOs), assistance to the Team Lead, and contributing to the continuous improvement of support processes.

Key Responsibilities

• Lead the resolution of complex, recurring, or high-priority (P1/P2) L1 incidents.
• Ensure accurate ticket logging, tracking, and resolution according to quality standards.
• Perform initial Root Cause Analysis (RCA) for recurring or critical issues (e.g., POS or transaction failures).
• Meet and maintain Service Level Objectives (SLOs) for response and resolution times.
• Act as a technical support point for junior L1 engineers, helping unblock issues before escalation to L4 or client teams.
• Participate in shift handovers and operational meetings, clearly communicating status and blockers.
• Contribute to documentation, troubleshooting guides, and the knowledge base.
• Follow support processes, escalation paths, and handover procedures, suggesting improvements when needed.
• Support technology onboarding activities for new locations, users, or system deployments.
• Assist with operational technology requests and proactive improvement initiatives.
• Weekend coverage (one weekend per month).

Qualifications

• 3+ years of experience in Customer Support, Service Desk, or Technical Support roles.
• Strong experience handling P1/P2 incidents in a ticket-based environment.
• Solid troubleshooting and debugging skills.
• Experience working under SLOs and structured support processes.
• Familiarity with incident management and RCA practices.
• Comfortable supporting POS, transaction, or operational systems (preferred).
• Good communication skills and ability to collaborate across shifts.
• Fluent in English.

Preferred Technical Environment Experience

• Experience supporting or troubleshooting environments that include:
• Aloha Cloud POS (Silver Pro) and Back Office systems
• Online ordering, mobile ordering applications, and catering platforms
• Gift card system integrations
• Custom front-end solutions for online or mobile ordering
• Drive-thru ordering systems
• Digital menu boards and menu management tools
• Store network infrastructure and firewall configurations
• Integrated camera systems for loss prevention and security

Benefits

• 100% Remote
• Holidays Off
• Paid Time Off
• Health insurance assistance program
• Competitive Pay (USD)
• Excellent teamwork and work environment
• Training