Senior Support Engineer

| Chicago | Hybrid
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About Tock
We are an extremely passionate group dedicated to changing the world of reservations.
Tock is changing the way restaurants, wineries, and event organizers think about and run their business. This includes a robust reservation, guest, and table management system for businesses of all sizes across the globe.

Tock was founded with the idea there was a better way for guests to book reservations. Nick Kokonas and Chef Grant Achatz opened Alinea to international fanfare in 2005 - now a perennial Michelin three-star, and widely considered one of the best restaurants in the world. For years they were spending $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations. Nick started work on a crude reservation system. The homemade platform was a success. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn this simple idea into a robust platform to change the way people dine around the world.

Tock’s explosive growth (as of January 2020):

  • Awarded Built In’s “2020 Best Places to Work”
  • Announced Tock’s platform will be powering JP Morgan Chase’s new Dining Program
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 30 countries operating in 200+ cities
  • Processed over $705 million 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

Job Description

As a Senior 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 Senior 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. As a Senior support engineer, your responsibility will also include building and managing the support engineering team.

What we're looking for

  • Bachelor’s Degree
  • At least 5 years of support engineering expertise in B2B software (SaaS preferred)
  • Experience with leading and managing support engineers
  • 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
  • Manage a team of support engineers, manage and implement planning, training and mentorship.
  • 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
Free daily lunch
Nitro coffee on tap
BYOD (bring your own dog) to work
Interested?
 

Please submit your resume and cover letter using the link below.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MariaDBDatabases
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • FigmaDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail
    • MailChimpEmail
    • SendGridEmail

Location

Tock's headquarters is in the West Loop close to public transit, the highway, and all of the neighborhood's best restaurants and hotspots!

An Insider's view of Tock

What’s the vibe like in the office?

The best way I can describe it is “chill focus”. It’s much different than the kitchens I came up in. The best part about working here is the people. No one is here simply for a paycheck, but to be a part of something bigger. Everyone helps move the company forward while still being a great person.

The 8 foot dinosaur watching over us helps too.

Jeremy

Hospitality Manager

What does your typical day look like?

Every day in sales here is different than the last, and we have the flexibility to create our own schedules. Some are spent researching and reaching perfect matches for Tock, some are spent meeting with some of the world's best chefs in the coolest cities, and some are spent rolling up our sleeves and ensuring successful onboarding for our clients.

Brian

Sales Development Executive Team Lead

What makes someone successful on your team?

A successful member of our team needs to be determined, passionate about our product and the success of our partners, persistent and flexible in trying new ways to reach potential new partners, and organized to easily manage your deals and leads. An optimistic and friendly attitude also goes a long way!

Maggie

Senior District Account Executive

What unique initiatives do you have that encourage innovation?

For those that love food and eating out, what if I asked you, where should I go to dinner. What would you say? Tough question, right? The restaurant scene in Chicago and across the entire world is more crowded now than ever before. So at Tock we’re helping restaurants compete and succeed with tools to make them better businesses.

Dan

Director of Design

How do you collaborate with other teams in the company?

I've never worked with a more collaborative, talented, and hard-working group of people, across all of our teams. Everyone is willing to learn and adapt as the company grows and scales. Not only do all departments have full visibility into what the others are doing, but we actively seek out ways to help and improve lines of communication.

Huong

Director of Account Management

What are Tock Perks + Benefits

Tock Benefits Overview

Health insurance (medical, dental, vision) with 100% premium covered for you and your dependent children
Competitive salary
Flexible vacation and paid time off
401k + employer match
Paid parental leave
Long Term and Short Term Disability Coverage
Pre-tax commuter benefits
Fertility and Adoption Support
Tuition Reimbursement
Learning & Development Courses
Employee Discounts
Backup Child and Dependent Care
Employee Assistant Program
Basic Life Insurance & Supplemental Life Insurance
Flexible Spending Account
Dependent Care Flexible Savings Account
Benefits Guidance/Concierge Service
Sabbatical Leave
Nitro coffee on tap
Happy hours + company outings
Dog-friendly office

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Adult orthodontia coverage and more!
Vision insurance
Health insurance
Life insurance
Life insurance is equal to 60 times an employee's annual salary.
Team workouts
Mental health benefits
Fully paid access to Headspace; 24/7 access to an Employee Assistance Program; free virtual counseling through HealthJoy
Financial & Retirement
401(K)
401(K) matching
No vesting period for employer contributions
Company equity
Employee stock purchase plan
Charitable contribution matching
Effective 1/1/2022
Child Care & Parental Leave Benefits
Childcare benefits
Effective 1/1/2022
Generous parental leave
Family medical leave
Adoption Assistance
Effective 1/1/2022
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Effective 1/1/2022
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available
Customized development tracks

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