Overview

We are seeking a Deployment Support Analyst to provide remote technical support for restaurant technology deployments and operational support programs. This role is responsible for troubleshooting technology issues, supporting deployment initiatives, coordinating with vendors and internal teams, and ensuring a high level of customer service for field operations.

The ideal candidate has strong technical troubleshooting skills, help desk or support experience, and the ability to work effectively in an overnight support environment. This position plays a critical role in supporting technology systems, resolving incidents, and improving operational efficiency.

Responsibilities

Technical Support & Troubleshooting

• Provide remote support for restaurant technology systems and deployments
• Serve as a technical resource for deployment and proactive support initiatives
• Troubleshoot hardware, software, application, and operational issues
• Identify root causes of recurring issues and application defects
• Document troubleshooting procedures, resolutions, and support processes
• Assist lower-level analysts with technical problem resolution

Deployment & Operational Support

• Support Deployment, ECARE, and RTO programs
• Coordinate issue resolution with Service Desk teams, vendors, and business partners
• Assist with deployment activities and technology rollouts
• Monitor incidents and ensure timely resolution of support requests
• Maintain technical knowledge of supported applications and platforms

Customer Support & Communication

• Deliver exceptional customer service while supporting restaurant operations
• Communicate professionally and effectively with customers, vendors, and internal teams
• Translate customer issues and requests into actionable support activities
• Understand customer workflows and operational processes to improve support effectiveness
• Manage escalations and provide timely updates regarding issue resolution

Analysis & Continuous Improvement

• Analyze trends, incidents, and recurring problems
• Work with problem management and reporting teams to identify improvement opportunities
• Provide feedback and recommendations to improve application stability and support processes
• Support reporting and analytics efforts related to deployment and operational support

Required Qualifications

• Minimum 1 year of customer service experience
• Strong technical troubleshooting and problem-solving skills
• Understanding of computer systems, operating systems, and application support
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Ability to work independently and manage priorities in a fast-paced environment
• Ability to learn new technologies, systems, and business processes quickly
• Willingness to work overnight, weekend, and rotating support schedules

Preferred Qualifications

• Degree in Computer Science or related field, or equivalent experience
• Minimum 1 year of Help Desk or Technical Support experience
• A+ Certification or equivalent experience
• Network+ Certification or equivalent experience
• Knowledge of:
  • Operating system commands
  • Scripting fundamentals
  • Windows environments
  • Network troubleshooting
• Experience supporting enterprise or retail technology environments
• Experience coordinating with third-party vendors and support providers

Key Skills

• Technical Support
• Help Desk Support
• Incident Management
• Troubleshooting
• Customer Service
• Root Cause Analysis
• Restaurant Technology Support
• Vendor Coordination
• Problem Management
• Documentation
• Application Support
• Network Fundamentals
• Operating Systems