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Client Support Engineer

| Greater NYC Area

WHO WE ARE:
Resy is a reservations platform, built and powered by restaurant lovers.

Launched in New York City in 2014, the company is co-founded by Ben Leventhal, co-founder of Eater.com; Michael Montero, co-founder and former CTO of CrowdTwist and current Techstars mentor; and Gary Vaynerchuk, noted social media expert, entrepreneur and investor. Other company leaders have deep experience in restaurants and hospitality, too.

Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. With Resy, you’re an insider — and the amazing world of restaurants is just two taps away.

Rated as one of Built In NYC’s “100 Best Places to Work,” Resy is actively hiring in multiple cities. Come join our growing team!

ABOUT THE ROLE:

The Resy Accounts 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 VP of Business Operations.

This individual sits between the Account Management, Support, 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 Account Management, 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.
  • Rotating weekend on-call schedule for incident management.

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!

BIG PLUS IF YOU HAVE:

  • JavaScript experience
  • Python Experience

WHAT WE OFFER:

  • Competitive salary
  • Full benefits (Medical, Dental, Vision, FSA, LTD, 401(k), Commuter Benefit, Life Insurance)
  • Flexible Paid Time Off
  • Paid Parental Leave
  • Professional Growth Opportunity Budget
  • Equinox gym discount and Wellness budget
  • Beautiful dog-friendly Soho office with fully stocked kitchen and café
  • Company-sponsored social events, including Friday family meal
  • No shortage of good restaurant recommendations

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. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • Objective - CLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • RESTFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • RDBMS and Database DesignDatabases
    • RealmDatabases
    • KafkaDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • WordpressCMS
    • SalesforceCRM
    • Campaign MonitorEmail
    • MailChimpEmail
    • SendGridEmail

Location

520 Broadway, New York, NY 10012

An Insider's view of Resy

What are some social events your company does?

I am all about family meal! Every Friday, we order lunch from one of our restaurants and everyone from engineering to sales comes together to eat. We get to catch up across departments to talk about work and the weekend. We’re not all restaurant industry vets, but we all appreciate good food and the experience of enjoying a meal with friends.

Tess

Account Manager

What kinds of technical challenges do you and your team face?

Resy has grown significantly over the last few years, and this poses many technical challenges for our product development teams. In order to scale efficiently, we’ve spent much of the past year re-architecting our core product offerings so that we can continue to support the growing demand from millions of diners across the globe.

Tomer

Senior Product Manager

What makes someone successful on your team?

Success on the sales team is determined by empathy for restaurateurs, a willingness to learn, and flexibility! Successful sales team members are dynamic thinkers who proactively solve the challenges restaurants face day-to-day by showcasing our hospitality-driven technology. They work hard and “fill the funnel” to set themselves up for success.

Alison

Sales Associate

What's the biggest problem your team is solving?

We're growing fast at Resy, and we're building products the restaurant industry hasn't seen before. One challenge is to maintain quality in our code & testing as we move quickly. Our engineering team leans on unit tests and we have a lot of automated integration tests. I'm excited to see how holding on to these values will impact our ecosystem.

Koffi

Senior Software Developer

What are Resy Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Resy's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,700 annually.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
In addition to our Equinox subsidy, Resy also provides a wellness stipend up to $900 per year.
Retirement & Stock Options Benefits
401(K)
Company Equity
Resy offers all employees stock options.
Child Care & Parental Leave Benefits
Generous Parental Leave
Resy offers up to 12 weeks of paid parental leave for all new parents with at least a year of service, plus 8 weeks of transitional time, where new parents can work 4 out of 5 days at full pay.
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Resy offers a flexible vacation policy and encourages employees to take a minimum of 20 days per year.
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Resy offers pre-tax commuter benefits for all employees
Company Outings
Stocked Kitchen
Some Meals Provided
Resy provides catered Family Meals every Friday, primarily from our restaurant partners.
Happy Hours
Resy provides monthly company sponsored happy hours.
Pet Friendly
Fitness Subsidies
Resy offers discounts at Equinox Fitness Clubs.
Professional Development Benefits
Job Training & Conferences
Resy provides an annual professional development budget for all full time employees.
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