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We may be a coffee company, but we're in the relationship business. Coffee is what we do, but it's not who we are.
Support Analyst I – Field
Location
Texas
Posted
58 days ago
Salary
$21 / hour
Seniority
Mid Level
Job Description
Support Analyst I – Field
Dutch Bros Coffee
• Support the Field IT Operations by responding to incoming support requests • Answer, evaluate, and prioritize incoming requests for assistance from Dutch Bros Field employees • Provide support to all Shops as it relates to the overall Point of Sale, network, receipt printers, and other technology systems that assist the Field in serving customers • Ensure all problem calls are resolved and closed in a timely manner, including follow-up with users to ensure issue resolution • Proactively work to improve the overall system performance and stability • Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue • Be an expert in the operations of Dutch Bros shops; thoroughly understanding the overall system environment • Manage problem escalations and work directly with other teams or vendors to solve technical issues • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and general wifi connectivity in a roaming environment. • Utilize tools, processes, training, communication and team collaboration to ensure the Dutch Bros shops can stay focused on serving our customers: Log and track Help Desk tickets using a problem management database and maintain a history of records and related problems • Regularly strive to equip employees, vendors, and affiliated users the perfect tools for their jobs, to include but not limited to Field employees and Franchisees • Adapt to nontraditional shops and propose improvements to standardize shop topology • Remotely troubleshoot and confirm network connectivity issues; could include occasional opportunities to travel onsite • Handle tickets escalated from vendors in a timely manner. Retain ownership of own assigned tickets and update ticket logs daily as needed • Implement temporary solutions for immediate relief, while documenting long-term resolution plans for permanency • Continued education as required to enable subject matter expertise within assigned systems • Develop and maintain documentation for user-facing and internal processes • Maintain general knowledge of common information technologies, procedures, support, and point of sale: Be familiar with the following programs, processes, and terminology: Customer Service Help Desk support iPad and iOS support Cloud application support Email troubleshooting: SSO and MFA integrations End user training Receipt printer setup/installation DVR/NVR configuration and setup Small project management Tier 1 network troubleshooting for LAN/WAN Mobile device management IT compliance System monitoring Written and verbal communication Ticket management and documentation Payment and gift card processing Digital loyalty systems Kitchen display system Point of Sale Application support End-user support Technical Support
Job Requirements
- Minimum of 2 years of experience in a systems support role, required
- Basic understanding of Point of Sale environment: POS, kitchen displays, loyalty, payments, peripherals, and their integrations
- Working knowledge of common hardware and popular desktop and mobile operating systems (Windows, MAC, iOS, Android)
- Proven ability to learn and support new and existing IT services
- Ability to effectively communicate complex IT concepts simply
- Ability to work in a dynamic environment
- CompTIA A+ Certification, preferred
- Experience with LAN, WAN, VPN networking and other systems, preferred
Benefits
- Health insurance
- Paid parental leave
- Education assistance
- Flexible scheduling
- 401K
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Sr. Technical Compliance Engineer
Fanatics Betting & GamingFanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Fanatics has an established database of over 100 million global sports fans. A global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences, and retail partners. 2,500 athletes and celebrities, and 200 exclusive athletes. Over 2,000 retail locations, including its Lids retail stores. More than 22,000 employees committed to enhancing the fan experience and delighting sports fans globally.
About Us Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. About the Team Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin. As a The Sr. Technical Compliance Engineer at Fanatics Betting & Gaming (FBG), you are here to be a high-impact individual contributor responsible for the end-to-end technical compliance of our iGaming infrastructure. You will drive the strategy for how we certify new providers, games, and platform features in a highly regulated landscape. Reporting to the Director of Technical Compliance, you will operate with a high degree of autonomy, influencing the product roadmap by integrating emerging regulatory risks into our long-term business objectives. Responsibilities - iGaming Leadership: Lead end-to-end technical compliance for iGaming infrastructure, including new jurisdiction launches and complex provider/game certifications. - Compliance Strategy: Define risk-based criteria for product decisions, ensuring that FBG’s compliance strategy is integrated into the design phase of new products and services. - Strategic Architecture: Maintain a senior-level understanding of system architecture and release management to guide engineers in building scalable, compliant distributed systems. - Regulatory Intelligence: Track and analyze evolving regulatory perspectives and competitor trends to evaluate their impact on FBG’s long-term sustainable growth. - Process Design: Develop and execute scalable compliance processes that streamline change management and incident reporting across the iGaming vertical. - Stakeholder Influence: Serve as a subject matter expert for senior leadership, providing data-driven insights and recommending strategies for responsible engagement in new markets. Experience and Skills - Technical Fluency: Strong understanding of code changes, release management, and system environments. - Communication: Excellent report writing and executive presentation skills; ability to structure complex data into coherent narratives. - Mindset: Outcome-oriented, data-driven, and capable of thriving in a fast-paced environment with shifting priorities. - Influence: Proven ability to partner cross-functionally and balance governance with a high-growth "Product" mindset. Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process. Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/ Salary Range $1—$1 USD


