WHO WE ARE:
Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 5,000 restaurants globally.
Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.
We’re hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.
ABOUT THE ROLE:
Resy is seeking a Customer Service Engineer to join our Customer Success Team. This team leverages client support and troubleshooting skills to investigate and resolve the most technically complex issues our restaurants face, collaborating with Product Management, Project Management, Systems Engineering, Network Engineering, Media Intelligence, Analytics, and Developer Relations. This role reports to the Head of Customer Success
This individual sits between the Customer Success, Product and Engineering organizations, and is the gatekeeper for issue escalation and resolution. They are responsible for triaging issues and identifying the where, when and why of bugs in order to support the Product and Engineering teams in resolving them.
WHAT YOU'LL DO:
Level II support for technical issues: ensuring that incidents within our platform and tools are handled with adherence to SLAs.
Responsible for owning incidents, including escalating to Tier 3 support, Product, TPMs and Engineering leadership.
Responsible for contributions toward ad-hoc projects, as requested.
Working with our Customer Success, Implementation teams to understand the needs of our clients and crafting unique solutions to best serve those goals.
Utilize log files and product health metrics, to be able to discern issues with internal workflows and platform data.
Inform processes around issue management at Resy.
WHO YOU ARE:
You have a degree in Math, Science, Computer Science, Networking, or a software development related field
You have experience working in a level 1 or level 2 engineering customer support role (Help Desk, I.T., Customer Service for web-based platform), or troubleshooting software issues in another engineering-based role (QA, Software development)
You have strong analytical skills - experience handling complex datasets, identifying trends within the data, and performing comparisons between multiple data sources.
You have Experience with databases, SQL, API's - Able to create queries to retrieve records, aggregate data from a variety of data sources, and an understanding of the underlying data structures. - Must know SQL.
You are familiar with Jira, Clubhouse, or other similar issue management tools and best practices
You have excellent written communication, organization, and time management skills.
You possess the ability to explain complex subjects to a non-technical audience.
Enjoy working in a fast-paced environment.
You have a strong passion in solving tough problems and proposing elegant solutions, and - as a bonus - hospitality!
Resy is committed to Equal Employment Opportunity through attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.