Role:Support Engineer – Crunchtime

Location: Dunwoody, Atlanta, GA – Hybrid (3 days onsite/week)
Duration: 12 months

Role Overview:

We are looking for an experienced Support Engineer with strong hands-on Crunchtime production support experience to support back-of-house restaurant technology for a large QSR (Quick-Service Restaurant) environment.

The ideal candidate will have 2–3+ years of direct Crunchtime application support, along with 5+ years of experience in restaurant/QSR technology. This role will focus on L2/L3 troubleshooting, incident management, application and data issues, POS integrations, inventory and labor systems, and restaurant operations.

Candidates without hands-on Crunchtime production support experience will not be considered.

Key Responsibilities:

• Provide L2/L3 technical support for Crunchtime applications, including Inventory, Labor, Operations, and Reporting functionality.
• Investigate and resolve complex production issues involving application behavior, data synchronization, inventory, labor, reporting, and restaurant operations.
• Perform root cause analysis and implement or coordinate permanent fixes for recurring problems.
• Troubleshoot integrations between Crunchtime, POS platforms, delivery services, reporting solutions, and third-party applications.
• Monitor application performance and health, review system/application logs, and proactively identify potential production issues.
• Partner with restaurant operations, vendors, application teams, engineering teams, and other stakeholders to resolve critical incidents.
• Support application deployments, upgrades, UAT, releases, and production implementation activities.
• Manage incidents, service requests, and problem records while maintaining established SLA and support commitments.
• Troubleshoot restaurant technology equipment, including printers, tablets, controllers, and networking devices.
• Use SQL, application logs, and diagnostic tools to validate data and investigate application issues.
• Communicate incident status, technical findings, impact, and resolution progress to business and technical stakeholders.

Required Qualifications:

• 2–3+ years of hands-on Crunchtime application support in a production environment.
• 5+ years of experience supporting QSR, restaurant, or restaurant technology environments.
• Strong understanding of restaurant inventory, labor management, operations, and reporting systems.
• Experience supporting POS systems and integrations with restaurant applications.
• Strong L2/L3 troubleshooting, incident management, problem management, and RCA capabilities.
• Experience with ServiceNow or another ITSM/incident management platform.
• Working knowledge of SQL for data investigation, validation, and troubleshooting.
• Experience analyzing application/system logs and network issues in production environments.
• Strong communication skills with the ability to work effectively with restaurant operations, vendors, engineering teams, and business stakeholders.
• Ability to manage multiple production issues and prioritize work based on business impact and SLA requirements.

Preferred Qualifications:

• Experience supporting large-scale QSR/restaurant brands.
• Knowledge of Wireshark, PuTTY, Windows administration, and network troubleshooting.
• Experience supporting Android and/or iOS devices used in restaurant environments.
• Exposure to Power BI, Tableau, or other restaurant reporting/analytics platforms.
• Experience supporting restaurant hardware such as tablets, printers, controllers, and network equipment.
• Experience with application migrations, upgrades, UAT, and production rollouts.