Technical Support Specialist - Tier I

Incentivio•N/A, MA

4d•Remote

About The Position

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.

Requirements

1+ years of experience in a technical support role or 2+ years of experience in a customer support role.
Experience supporting third-party integrations, APIs, webhooks, middleware platforms, and data synchronization between technology systems.
Ability to investigate software configuration issues, integration errors, platform bugs, and user-reported technical problems with strong attention to detail.
Proficiency using Zendesk, Slack, and Notion in a customer support or technical support environment.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Ability to manage support issues from intake through resolution while keeping customers and internal stakeholders informed.

Nice To Haves

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.

Responsibilities

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.
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.
Deliver timely, professional, and high-quality support through phone, email, and ticketing systems.
Maintain ownership of issues from initial investigation through final resolution.
Configure and troubleshoot menus, promotions, loyalty settings, ordering workflows, and third-party integrations.
Support customers during implementation, optimization, and ongoing platform use.
Create and maintain internal documentation, troubleshooting guides, and knowledge base articles.
Share technical expertise and best practices with teammates to improve overall team effectiveness.
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.
Work closely with Customer Success, Product, Engineering, and Implementation teams to advocate for customers and drive successful outcomes.

Benefits

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.