Technical Support Engineer - POS

Owner.com

2d • Remote

About The Position

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

Requirements

• 3–5+ years in a technical support, support engineering, or adjacent role — ideally in a SaaS environment
• Some engineering or development experience — comfortable reading code, not just supporting it
• Experience with observability and monitoring tools like Datadog (log analysis, metrics, traces)
• Familiarity with database concepts (e.g., Postgres) and comfort running basic lookups or queries
• Experience working in ticketing systems like Linear or Jira
• Experience troubleshooting hardware and supporting physical devices in a technical environment
• Familiarity with MDM tools like Esper or similar platforms
• Strong troubleshooting instincts — able to systematically isolate and reproduce issues
• Comfortable building with AI tools or incorporating AI into workflows — curiosity and willingness to experiment matter more than years of experience here
• Driven to identify what's slowing down customer-facing teams and motivated to actually fix it — whether through tooling, documentation, or training
• Customer-facing experience and genuine empathy for the end user
• Strong communicator across technical and non-technical audiences

Nice To Haves

• Experience with POS systems or restaurant tech
• Hands-on experience with POS hardware (terminals, printers, card readers, network peripherals)
• Familiarity with Esper or other MDM platforms for device management and remote troubleshooting
• Familiarity with Retool or similar internal tooling platforms
• Experience building AI-powered tools or automations (agents, triage flows, internal assistants, etc.)

Responsibilities

• Own the POS escalations channel — triage, validate, and resolve incoming bug reports and technical questions from CS, Launch, and Engineering
• Reproduce and confirm bugs; provide Engineering with clear steps to reproduce, root-cause insights, and relevant logs from Datadog or other tooling
• Resolve and filter out non-bugs (config issues, user error, expected behavior) so Engineering stays focused on roadmap work
• Handle issues that require elevated access: production DB lookups, internal scripts, Datadog queries, network tab investigation
• Be a true partner to the POS Engineering team — know the product and codebase well enough to flag what matters and provide real context when escalating
• Build relationships with CS and Launch to help them troubleshoot POS issues more independently over time
• Identify patterns in escalations and surface knowledge gaps back to Enablement
• Partner with Enablement to flag and shape documentation and knowledge base updates — new content, revisions, and gaps surfaced from real escalations
• Advocate for customers and influence POS product direction through structured feedback

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed