• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues • This position performs repairs to software or peripheral equipment configurations, following design or installation specifications • Support Technicians escalating issues to senior staff members • The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must • Occasional training of end users and new team members is required • Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment • Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability • Attention to detail is required to complete tickets in accordance with company standards • The desire to learn and the ability to absorb new skills and information are key to this position

• Work collaboratively with Senior Analysts, Team Leads, and Management who will provide oversight and guidance for day-to-day duties • Receive and respond to support requests (calls and emails) from restaurant managers experiencing challenges utilizing PAR OPS in their day-to-day operations • Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support analysts as needed • Create, manage, and prioritize support requests through our ticket tracking software, Service Cloud • Contribute articles to internal knowledge base and upload relevant information to internal SharePoint page to keep all tracking systems up to date • Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, SharePoint, Outlook, etc.), RightAnswers, and Service Cloud • Address technical issues by analyzing root causes, making informed decisions to resolve challenges often under time constraints

• Pick up customer questions and bug reports from Slack, go into their account, figure out what's going on, and get it resolved • Most of this is diagnosing and fixing. A customer says "this isn't working," you find out why and either push a fix or loop in the right person • Reach for AI tools (Claude Code, Cursor, etc.) by default to move fast. This is core to how we work, not a nice-to-have • Work alongside our support lead, who owns the customer relationship. You bring the technical depth they don't have. • Over time, if you're spotting product ideas and shipping, this can grow into a product engineering role. Not the priority on day one, but the path is real

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution • Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput • Perform smoke testing and post-release validation to confirm data integrity and system stability • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent • Support and validate configuration syncs (e.g., Redgate) from baseline to upper environments (source-to-target) • Analyze, validate, and reconcile interface outputs, extract files, reports, and database feeds • Validate X12 EDI transactions (e.g., 834, 837, 835, 820, 999/277) for structure, content, and processing outcomes • Serve as a technical liaison between Business Analysts, Configuration Analysts, developers, QA, conversion teams, and operations