Technical Support Specialist - Tier I

We are seeking a Technical Support Specialist - Tier I to join our growing support team and help deliver exceptional service to our restaurant partners. In this role, you’ll serve as a technical expert for Incentivio’s platform, helping customers troubleshoot API integrations, digital ordering, loyalty programs, and software configurations. You’ll work closely with Customer Success, Product, Engineering, and Implementation teams to resolve complex issues, improve processes, and ensure our clients get the most value from their digital guest experience.

This is a software-focused support role and does not involve network, hardware, or infrastructure troubleshooting. Experience supporting restaurant technology, digital ordering platforms, loyalty solutions, or related SaaS products is required.

Company Overview

At Incentivio, we’re helping restaurants build stronger relationships with their guests through digital experiences that drive loyalty, engagement, and growth. Our all-in-one guest engagement platform combines online ordering, loyalty, marketing automation, analytics, and mobile experiences to help restaurant brands increase revenue, improve guest retention, and make smarter decisions with their data.

Trusted by restaurant brands across North America, Incentivio empowers operators to create seamless digital guest journeys while simplifying their technology stack. We’re a fast-growing team passionate about innovation, customer success, and helping restaurants thrive in an increasingly digital world. If you’re excited about technology, problem-solving, and making a real impact for restaurant operators, we’d love to hear from you.

Key Responsibilities

Advanced Technical Troubleshooting

• Investigate and resolve complex issues related to API integrations, online ordering, loyalty programs, and platform configurations.

• Analyze system behavior, identify root causes, and provide effective solutions for customers.

Escalation Management

• Serve as a primary escalation resource for Customer Care and Customer Success teams.

• Partner with Engineering and Product teams to troubleshoot and resolve customer-impacting issues.

Customer Support Excellence

• Deliver timely, professional, and high-quality support through phone, email, and ticketing systems.

• Maintain ownership of issues from initial investigation through final resolution.

Software Configuration & Integrations

• Configure and troubleshoot menus, promotions, loyalty settings, ordering workflows, and third-party integrations.

• Support customers during implementation, optimization, and ongoing platform use.

Documentation & Knowledge Sharing

• Create and maintain internal documentation, troubleshooting guides, and knowledge base articles.

• Share technical expertise and best practices with teammates to improve overall team effectiveness.

Process Improvement

• Identify recurring issues and opportunities to improve workflows, support processes, and the customer experience.

• Provide feedback to internal teams on product enhancements and common customer pain points.

Cross-Functional Collaboration

• Work closely with Customer Success, Product, Engineering, and Implementation teams to advocate for customers and drive successful outcomes.

Required Qualifications

Experience: 1+ years of experience in a technical support role or 2+ years of experience in a customer support role.

Restaurant Technology Experience: Experience supporting third-party integrations, APIs, webhooks, middleware platforms, and data synchronization between technology systems.

Technical Troubleshooting: Ability to investigate software configuration issues, integration errors, platform bugs, and user-reported technical problems with strong attention to detail.

Support Tools: Proficiency using Zendesk, Slack, and Notion in a customer support or technical support environment.

Communication: Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.

Customer Ownership: Ability to manage support issues from intake through resolution while keeping customers and internal stakeholders informed.

Preferred Skills

• Experience building and maintaining restaurant menus within digital ordering platforms, including modifier groups, pricing, availability schedules, and menu synchronization.

• Hands-on experience configuring and troubleshooting loyalty programs, rewards structures, promotional campaigns, and guest engagement initiatives.

• Familiarity with catering workflows, order management processes, and multi-location restaurant operations.

• Knowledge of restaurant POS ecosystems and common integration challenges.

• Experience documenting technical processes, creating knowledge base articles, and developing internal support resources.

• Familiarity with AI-powered tools and workflow automation platforms to improve efficiency, reporting, and support operations.

• Experience working in a fast-paced SaaS startup environment where adaptability, initiative, and cross-functional collaboration are essential.

Schedule & Benefits

• Fully remote position.

• Primary schedule is 12:00 PM – 8:00 PM EST, including weekend coverage as part of a rotating support schedule.

• Competitive health, dental, and vision insurance options, with very generous company-paid options

• 401(k) program.

• Equity in a high-growth startup continuing to expand

• Generous PTO and Parental leave policies that we encourage you to use, plus all federal holidays off

• Company-sponsored employee recognition program

• Company-sponsored games, team-building activities, and culture events during working hours.

• Flexible and supportive work environment that values work-life balance and autonomy.

• Opportunity to make a direct impact at a rapidly growing restaurant technology company.

• Exposure to cutting-edge restaurant technology, AI tools, and digital guest engagement solutions.

• Professional growth opportunities with the ability to expand your technical expertise and advance your career as the company scales.

• Collaborative, low-ego team culture where new ideas are encouraged and contributions are recognized.