• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Documents incidents and resolutions and provides updates to the knowledge base where applicable • Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

• Own tickets end to end: clarify, investigate, resolve or escalate, and close the loop with the customer • Diagnose with customers live: ask sharp questions, narrow the problem, and translate symptoms into testable hypotheses • Triage work: balance urgency, clinical impact, and internal dependencies • Troubleshoot technical issues: work with JSON, logs, admin tools, basic database concepts, and API integrations • Escalate well: include repro steps, timestamps and identifiers, expected vs actual behavior, impact, severity, and artifacts • Reduce repeat issues: update runbooks, improve playbooks, and escalate recurring bugs with clear examples and impact • Document learnings: strengthen internal knowledge and improve support processes over time • Communicate clearly in writing and live conversations, including clinician friendly explanations

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Documents incidents and resolutions and provides updates to the knowledge base where applicable. • Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

• Investigate complex customer issues across our SaaS platform. • Diagnose integration failures, platform edge cases, and sequencing risks. • Assess severity and customer impact. • Identify root cause patterns. • Ensure escalations are reproducible and well-scoped. • Convert customer-facing issues into structured GitHub issues. • Reduce clarification loops between Support and Engineering. • Improve escalation quality and artifact discipline. • Own the Tier 2 escalations ticket queue. • Strengthen troubleshooting standards before tickets reach Engineering. • Coach Tier 1 team members on investigation quality. • Identify fragile or high-risk platform areas and introduce guardrails. • Improve escalation workflows over time. • Increase clarity and predictability in how customer impact becomes engineering work. • Build trust across Support, Product, and Engineering. • Help define a great Support Engineering function at Leonardo247.