About the role
Who we are In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. Job Overview We're looking to hire a Technical Support Specialist who will play a key role in helping our customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to understand and resolve customer needs timely via Calls, Chat, WhatsApp, SMS or Email. What you’ll do Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system. Troubleshoot technical issues - Zendesk - Tier 2 escalations Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction. For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices. Training customers on tools, acting as a key interface with customers via phone, chat, sms and email support in a professional and efficient manner Serve as the link of communication between key customers and internal teams as well as work with our Product and Engineering teams to escalate issues about bugs, and feature requests What we’re looking for 3–5 years of professional technical support experience, with a strong preference for POS systems, third-party integrations, and Tier 2/3 escalation management. Proficiency with modern support and collaboration tools (e.g., Zendesk, Jira, Salesforce, Slack). Proven track record of diagnosing and resolving complex product and process issues across omnichannel support platforms. Exceptional communication skills rooted in empathy and emotional intelligence, with a customer-first mindset. Ability to thrive in a fast-paced, high-pressure environment, maintain focus under pressure, and actively apply constructive feedback. Willingness to work fully onsite and commit to a shifting schedule to support 24/7. Operations.