Lead a team focusing on the technical health of the Crunchtime ecosystem, managing technical escalations and refining product support processes to ensure seamless operations.
Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.
We are looking for a Technical Support Manager to lead a team of Specialists and Analysts focused on the technical health and backend stability of the Crunchtime ecosystem. This role is for a leader who excels at the intersection of customer advocacy and systems engineering. You will be responsible for managing complex technical escalations, refining the "Support-to-Engineering" pipeline, and ensuring our customers’ mission-critical data remains connected and accurate across our ecosystem.
Lead Technical Excellence: Mentor a team of Specialists and Analysts, fostering a culture of deep-tier Root Cause Analysis (RCA) to move beyond surface-level ticket resolution.
Manage High-Stakes Escalations: Act as the final internal point of contact for complex technical hurdles involving POS data synchronization, API behaviors, and third-party connections.
Bridge Support and Engineering: Optimize the "Support-to-Engineering" pipeline by translating system failures into high-quality, actionable bug reports with detailed logs and traces.
Advocate for Technical Health: Collaborate with Product Management to prioritize technical debt and bug fixes, using data-driven trends to influence the product roadmap.
Drive Cross-Functional Success: Partner across the organization to provide technical expertise during high-stakes customer interactions and complex platform migrations.
Succeed Together: Align team goals with our core values, ensuring technical solutions always prioritize the long-term success of our restaurant partners.
Proven Leadership Expertise: Demonstrated ability to lead Technical Support or Support Engineering teams within a complex, data-heavy SaaS environment.
Technical Systems Fluency: A strong understanding of cloud-based software, including the ability to discuss APIs, data mapping, and database structures with Engineering teams.
Diagnostic Tooling Proficiency: Experience using tools such as SQL for data investigation, Postman for API testing, and log management platforms (e.g., Splunk or Datadog).
Systems Thinking: The ability to move through "inter-platform" issues, understanding how failures in middleware or POS systems impact the broader Crunchtime flow.
Strategic Communication: Exceptional ability to translate "Developer-speak" into clear "Customer-speak," bridging the gap between technical failure and business impact.
Proactive Problem Solving: A "Growth Mindset" focused on continuous process improvement and coaching teams through high-pressure technical incidents.
Hospitality Tech Experience: Prior experience working with Point of Sale (POS) integrations or restaurant back-office systems.
Advanced Analytics: Experience building dashboards to track technical support trends and system health KPIs.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The annual base compensation range for this position is $90,000 - $100,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $96,750 - $107,500.
Actual compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.
Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Equal Employment Opportunity Statement
At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.
We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.
Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.
Zenput builds a powerful platform designed specifically for the restaurant industry, empowering operators to streamline food and labor cost management. Targeting global restaurant brands, it enhances operational efficiency and ensures a consistent guest experience across thousands of locations.
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