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Sr. Technical Support (Sustaining Engineer)

The Sustaining Engineer (Support Level 3) is responsible for monitoring incoming field escalations, diagnosing and resolving or further escalating customer issues to Engineering and Quality Assurance. The Sustaining Engineer will work closely with other team members (Level 2 support, developers, QA engineers etc.), track issues through resolution, and capture relevant metrics.

 

PAR Technology Corporation is the parent company for three wholly owned business units providing systems and services for both government and hospitality sectors. PAR’s largest business unit, Restaurant & Retail Systems (PARTech, Inc.), is the world’s leader in technology products and service integration solutions for the quick service restaurant industry. With revenues of approximately $150M, this unit serves many of the largest restaurant companies in the United States and around the world.

 

Job Responsibilities

  • Serve as escalation and resolution point for field issues from Support Level 2
  • Triage incoming field issues with Support Level 2 and Engineering
  • Diagnose issues and escalate as needed
  • Track issues through resolution and report periodically on status
  • Help with setup test environments to reproduce problems
  • Document findings in work tracking system and general insights in knowledge base
  • Assist product developers and technical product support specialists in solution of complex installation problems
  • Suggests product and/or support tool improvements to improve quality
  • Participate in the implementation of continuous quality improvement processes and methodologies
  • Facilitate the on-going provision of new customers
  • Collaborate with product team to ensure that PAR hardware and software function as a solution
  • Review and evaluate customer based requests for hardware certification 
  • Communicates status and resolution to interested parties
  • Aggregate and document findings in work tracking system and knowledge base
  • Suggest product and process improvement opportunities based on trends or patterns

Knowledge and Skills

  • Bachelors in Computer Science/Engineering or a related field preferred
  • Minimum of three years of experience in the software industry
  • Experience in testing SW applications is desirable
  • Experience with Hospitality Point of Sale software strongly preferred
  • Proficient in troubleshooting, problem solving and root cause analysis of system defects
  • Some experience with scripting languages (PowerShell preferred)
  • Experience with MS SQL Server
  • Good MS office skills, particularly fluent in Excel
  • Good interpersonal written and oral communication skills when interacting with internal and external customers
  • Ability to manage multiple customer issues at one time
  • Must be detail oriented, reliable and have the ability to work both in a team environment and alone with minimal direction and supervision
  • Curious to learn about system functionality and limitations
  • Ability to participate in after-hours escalation rotation and willing to work a flexible schedule as needed
  • Occasional travel to customer sites may be required

 

Quality: “Possesses an understanding of and performs work related activities in accordance with and in support of the corporation Quality Policy”.

NOTE: This job description is intended to be illustrative of the position’s duties and should not be construed to be an exhaustive statement of the essential functions of the job.

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