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Technical Support Specialist

    Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 100,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

    About the role

    CrunchTime! is looking for highly motivated Technical Support Specialist with experience solving complex technical software problems in enterprise systems. The Support Specialist is responsible for troubleshooting issues escalated from triage and product support and is able to perform data analysis (Oracle SQL and PL/SQL) and debugging (Java stack) to identify the root cause of technical issues for the CrunchTime! Application Suite.  An ideal candidate is a self-starter, possesses exceptional analytical and problem-solving skills, and is able to work independently as well as collaborate with cross-departmental teams.

    What you’ll do as a Technical Support Specialist

    Prioritize tickets and provide timely issue resolution or further escalation, ensuring adherence to CrunchTime’s SLA
    Analyze data and debug application code to determine the root cause of CrunchTime! software issues
    Utilize CrunchTime’s CRM and project management tools to thoroughly and clearly document assigned issues
    Collaborate across departments to resolve issues
    Maintain technical expertise and knowledge of CrunchTime! software release versions
    Take ownership of custom technical requests from clients, from analysis phase through development and testing

    What we’re looking for

    BA or BS degree, ideally in a technical field
    Expertise in SQL; Experience with an RDBMS system
    Demonstrated ability to debug structured code to troubleshoot and identify defects
    Able to leverage MS productivity tools (Excel, Word) to analyze data and document cause and effect.
    Strong attention to detail and complex problem solving capabilities
    Able to work independently and as a team member
    Able to manage time effectively in a fast paced environment and prioritize the support queue to meet SLA targets.
    Ability to learn new technologies quickly and understand complex problems
    Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning, and implementation of every work effort
    Able to communicate verbally to technical and non-technical audiences and at all levels of the organization

    Nice to haves

    Experience with Oracle. MySQL is a plus
    Experience with Dynamic SQL
    Able to debug stored procedures/functions/packages in PL/SQL
    Able to debug Java and JavaScript.
    Experience reviewing log files to interpret error messages
    Understanding of object oriented programming.
    Experience working with ERP systems; Understanding of SaaS architecture

    What you’ll get

    Great mission-driven team members from diverse backgrounds with a strong company culture
    Competitive pay
    Unlimited PTO
    Paid company holidays
    Yearly team off-sites
    International travel opportunities
    Medical, dental, and vision benefits (FSA, HSA & HRA options)
    Basic & Voluntary Life Insurance
    401k employer match
    Wellness benefits (Headspace, OneMedical, Omada, Ginger | On-demand mental healthcare , Gympass, Carrot)
    Commuter benefits
    Work in an open environment on solutions that are reshaping the way businesses operate
    Fun team events
    Ability to have a big impact
    10 weeks of paid parental leave
    Fitness reimbursement
    Learning & development funds
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