Location: Remote (Working Time EST hours) but open to candidates across all time zones.
Job Type: Contract-W2
Pay Rate: $50 – $52/hr on W2
About the Team
The Platform Innovation team drives strategy, support, and scaling for one of the most exciting and fast-growing projects within our restaurant platform business. Our support team ensures merchants receive white-glove technical assistance that keeps their operations running seamlessly and builds long-term trust in our platform.
About the Role
You will report into the Associate Manager of Support and serve as a key leader within our broader Restaurant Platform organization.
In this role, you will directly manage day-to-day merchant escalations while also shaping how we scale support to thousands of restaurants. You will combine strong technical troubleshooting skills with leadership experience to guide agents, improve processes, and ensure we maintain industry-leading service levels.
Responsibilities
You’re excited about this opportunity because you will: 
*	Handle frontline merchant support directly, serving as the escalation point for complex technical issues that require networking or system-level expertise.
*	Lead by example on tickets and live interactions, setting the bar for quality, speed, and ownership.
*	Mentor and coach support agents, building their confidence and ability to resolve issues independently.
*	Contribute to the growth of the support organization by helping improve training programs, internal knowledge resources, and performance standards.
*	Play a key role in expanding the scope of support (phone, video, extended hours) while ensuring we maintain white-glove quality.
Qualifications
We’re excited about you because: 
*	You have 5+ years of experience in technical support, IT/networking, or related operations, with a proven track record of diagnosing and resolving complex issues in live environments.
*	You have 2+ years of leadership or team management experience, mentoring others and building scalable processes.
*	You thrive in fast-changing, ambiguous environments and are motivated by building systems from the ground up.
*	You are a structured problem solver who can both dive deep into technical detail and zoom out to design scalable solutions.
*	You have excellent communication skills and experience working directly with merchants, clients, or customers in high-stakes situations.
*	Experience with POS systems, networking (LAN/WAN troubleshooting, router/switch configuration), or distributed hardware is a plus.
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Remote

HIRING!!! Technical Support Lead, Platform Innovation @ Remote
