NSO Engineer

Shake Shack•Atlanta, GA

11d•Hybrid

About The Position

Our secret to leading the way in hospitality? We put our people first! At Shake Shack, our mission is to Stand For Something Good in all that we do. From our teams to our neighborhoods, we're committed to always doing the right thing. As one of the fastest-growing hospitality brands, we're all about crafting unforgettable experiences for our guests. We offer endless learning opportunities and the chance to make a lasting impact on our business, restaurants, and communities. As a member of the #ShackFam, you’ll have access to hands-on mentorship, training, and growth potential, all in a fun and inclusive environment. Join us and Be a Part of Something Good. This role is eligible for remote work. However, team members who live within a commutable distance of one of Shake Shack’s Support Centers will follow a hybrid schedule and are expected to work onsite three days per week . Eligible locations: Atlanta, GA Support Center (2 Ballpark Center, 800 Battery Ave SE Atlanta, GA) New York Support Center (225 Varick St. New York, NY) Remote Job Summary: The NSO Engineer is a critical member of the Infrastructure team, accountable for the overall health, configuration, pre-open testing, and support of all restaurant facing enterprise-level applications and technology infrastructure at our Shack locations. This includes full end to end setup of new shack openings, renovations, restaurant equipment staging, and documentation and enforcement of equipment standards. This position is responsible for ensuring tight alignment between IT, Shack Operations, Training, Design, Project Teams, and third-party implementation and support partners. This position is accountable for ensuring that all shack technology infrastructure is delivered on time, while adhering to system and security standards consistent with the company’s service and SOX governance standards.

Requirements

High School Diploma/Equivalent
6-8 years Related Experience: Proven track record of successful configuration, testing, validation, and support of enterprise restaurant systems.
Demonstrated delivery of in store infrastructure including POS and networks leveraging 3rd party installation vendors.
Excellent communication, relationship building, and organization skills.
Strong ability to manage configurations, issues, and tasks for multiple projects at once through periods of significant change.
Great attention to detail and follow-through skills.
Ability to directly manage vendors to ensure New Shack Openings meet deadlines and standards.
Capable of reading restaurant construction plans to confirm they satisfy requirements and meet standards.
Robust understanding of restaurant operations and systems.

Nice To Haves

Education: Bachelor's Degree
Degree Field (s): Information Technology Business Management
Work Experience: 8-10 years
Supervisory Experience: 1-3 years
Related Experience: Experience supporting new restaurant or retail openings, including onsite technology deployment and go-live support.
Strong networking fundamentals with hands-on experience installing, configuring, and troubleshooting restaurant technology systems such as POS, KDS, networking equipment, security systems, drive-thru timers, and digital menu boards.
Device management experience, including hardware setup, configuration, and basic system provisioning.
Ability to troubleshoot and validate all deployed hardware and technology systems prior to opening day to ensure operational readiness.
Perform quality assurance (QA) checks for all installations, including proper hardware placement, cable management, camera positioning, and overall installation standards.
Strong communication skills with the ability to translate technical issues into clear, understandable information for all levels of the organization—from restaurant team members to executive leadership.
Demonstrates initiative, attention to detail, and accountability, ensuring tasks are tracked and communicated through completion.
Experience coordinating with external vendors and contractors, ensuring installations are completed according to project timelines and technical requirements.
Collaborative team player with a positive attitude, able to work effectively in fast-paced opening environments.

Responsibilities

Responsible for new Shack opening technology configuration, equipment staging and testing, assurance NSO checklists are completed on time and following agreed standards, and installation and configuration validations pre-opening.
Documentation and enforcement of Shake Shack restaurant technology equipment, configuration, and installation standards.
Identifies and coordinates resolution of conflicts and variances to our equipment, configuration, and installation standards by coordinating with Shake Shack stakeholders and responsible 3rd party vendors.
Maintains tight alignment with IT Leadership on both process and exception management to facilitate effective change management as new features and innovations are tested and rolled out.
Requires overnight travel up to 50% of the time.
Coordinate with business teams on NSO tech configuration including MID/TID, Price Tier, menu, App/Web/DSP, kiosks.
Ensure and maintain strong relationships and communication with Operations, Training, Design, and IT teams in addition to critical vendors.
Maintain a presence as an active voice on alignment calls representing status and IT standards.
Assist with mentoring junior team members seeking to build their NSO engineering, Aloha system configuration, and Shake Shack restaurant knowledge.

Benefits

Weekly Pay and Performance bonuses
Shake Shack Meal Discounts
Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more
Medical, Dental, and Vision Insurance
Employer Paid Life and Disability Insurance
401k Plan with Company Match
Paid Time Off
Paid Parental Leave
Access to Employee Assistance Program on Day 1
Pre-Tax Commuter and Parking Benefits
Flexible Spending and Dependent Care Accounts
Development and Growth Opportunities
Eligibility criteria applies