Application Support Specialist

at  Lineten

What we do

LineTen builds software that helps restaurants retail their products online. Here’s how we do it:

• We build and maintain integrations to “Delivery Apps” like UberEats & Talabat and Point of Sale systems like Oracle & Toast
• We build and operate online ordering websites so clients can offer proprietary click and collect, curbside, and click and deliver journeys
• We have a number of related features to make it as easy as possible to get the most out of retailing ready to eat food online.

Why work with us?

• We Are a Home-First Team: LineTen is committed to our home-first policy, which means that we honour remote working first, and offer office space in London, England and Porto, Portugal.
• We Believe in Having Fun: Our WellUs team organises monthly events like Pet Zoom Calls, 45-minute Yoga classes, and after-hours cocktail lessons.
• We Want You to Take a Break: We believe it is the quality of work that matters, not the hours spent “on the clock”. We offer flexible working hours and unlimited vacation.
• We Work in Teams: We work in teams rather than as individuals. Some teams, like our Product Teams, have agile ceremonies such as standups and sprint planning.
• We Pitch Our Ideas: We independently sketch ideas then come to team discussions with prototypes instead of trying to reach consensus through extended discussion.
• We Challenge Norms: We don’t want to be typical. We believe in challenging the status quo. We encourage our teammates to make their jobs their own.

Due to further expansion, we are seeking an Technical Application Support Specialist to help us to continue to dominate one of the most buoyant, fastest-growing industries, that is changing the world and the speed at which we receive items.
The successful candidate will join the team providing support to our clients on escalated technical issues including problems relating to software, hardware and peripherals.
They will be responsible for responding to, updating and resolving support tickets in a timely manner and according to SLAs. The candidate must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate staff members. The role primarily involves configuring and maintaining online ordering and automation platforms that we have built for our clients.
The role will also involve performing testing the configuration of our products, major incident management, root cause analysis, developing checklists for typical problems and recommending procedures and controls for problem prevention. This position will support multiple bespoke applications developed in-house by LineTen and some of the hardware we provide to our clients to run these applications. This position will require independent work, sharing information and assisting others with work activities.

• Take ownership of technical incidents as they impact the customer including troubleshooting, logging, updating clients and escalating issues to the relevant teams teams once all lines of enquiry have been followed
• Draft and distribute support related communications to appropriate stakeholders when required
• Help ensure that end user training across LineTen platforms meets the needs of users and is delivered in an appropriate and professional manner, with supporting training materials where required
• Provide technical guidance to other staff operating out of Europe and North America.
• Engage third party vendors where required to resolve issues
• Maintain documentation for technical issue resolution
• Liaise with internal development teams or vendors as required to resolve and review logged issues to ensure they are resolved satisfactorily
• Work with the development teams and key project stakeholders to test and rollout enhancements
• Actively gather and communicate user comments to system stakeholders
• Identify and suggest improvements to supported systems and processes to improve customer experience
• Actively find ways to automate repetitive tasks to streamline activities
• Help train staff on other supported platforms so that 2nd line support can be effectively provided during team absences
• Provide exceptional customer service via chat and email as appropriate
• Work closely with account managers to achieve your goals. This role will require interacting with multiple internal and external stakeholders daily. Your ability to prioritise your own workload and get what you need from others is key!
• Monitor system operations/performance and troubleshoot problems.
• Develop support plan to prioritise and resolve multiple issues
• Maintain daily logs of operational issues and maintenance activities.
• Document and keep Standard Operating Procedures (SOPs) updated.
• Perform Root Cause Analysis at the end of major or recurring incidents which can then be used for Problem Management
• Analysis of Incidents and Change Requests (BAU and non-BAU) feeding findings back to the relevant stakeholders and product owners in the company.
• Provide overflow testing when required to ensure changes and configurations are working as expected.
• Provide Major Incident Management support to ensure priority issues are picked up and addressed as per the priority and that the relevant stakeholders are kept appraised at all times.
• Assist with Problem Management looking for opportunities to fix underlying issues and prevent re-occurrences
• Assist with the Change and Release Management process flows.