Desktop Support-I

Job Title: Desktop Support-I
Job Location - Remote
Duration - 03 months

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 support that keeps their operations running seamlessly and builds long-term trust in our platform.

About the Role

You will serve as a frontline support agent within our broader Restaurant Platform organization. This is a highly hands-on role: you'll own merchant tickets end-to-end, build deep product and workflow expertise quickly, and become a go-to resource for resolving complex, high-impact cases. This is a role for someone who thrives in the weeds. Expect the day-to-day to be working the queue—diagnosing novel issues with incomplete information, driving cases to resolution, and delivering a consistently high bar of merchant communication.

You're excited about this opportunity because you will…

• Get to the lowest level of detail to diagnose and resolve novel issues with incomplete, noisy, or conflicting information, forming hypotheses quickly and validating them through structured investigation.
• Own and resolve a broad range of merchant support tickets end-to-end, from initial triage through resolution.
• Bring a strong technical troubleshooting mindset to complex failures—reasoning through issues without perfect information, clear reproduction steps, or direct system visibility.
• Handle high-stakes situations where downtime or operational disruption is on the line, communicating clearly and setting expectations without overpromising.
• Contribute to playbooks, internal knowledge, and training materials rooted in patterns you identify in live cases.
• Support our expanding coverage motion (e.g., phone/video, extended hours) while maintaining white-glove service quality.

We're excited about you because…

• You have a strong technical troubleshooting mindset: you can reason through complex failures without perfect logs, clear repro steps, or direct system access, and still drive issues to resolution.
• You have direct customer-facing support experience in a high-volume environment.
• You've supported complex platforms in ambiguous, high-impact environments where issues cut across multiple workflows and must be resolved without complete information.
• You're scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don't let threads die.
• You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising.
• You're comfortable getting into the weeds to troubleshoot, and you recognize patterns that can inform broader improvements.

Nice to have

• Comfort with technical troubleshooting across interconnected systems (e.g., connectivity issues, configuration mismatches, environment-specific failures).
• Familiarity with support tools and workflows (e.g., Intercom, routing/triage, QA, knowledge management).
• Experience contributing to training content, troubleshooting playbooks, or onboarding materials.