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Form of workJob Description
Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!
About the Role:
As a Level 2 software Technical Support representative, you will be responsible for providing advanced troubleshooting and resolution of complex technical issues for our enterprise retail customers. You will work closely with customer Level 1 Support, Developers, and Product Managers to ensure resolution, customer satisfaction and product quality. You will also contribute to the improvement of our knowledge base, documentation, and training materials. To succeed in this role, you should have excellent communication and problem-solving skills, as well as a solid understanding of software development and testing methodologies. You should also have experience with various operating systems, databases, web servers, and programming languages.
Location: The role will be located at our Tampa HQ.
In this role, you will:
Serve as the primary escalation point for technology issues that Customer Level 1 and/or Customer Level 2 Support staff are unable to resolve.
Conduct advanced troubleshooting of supported services, including networking, configuration, third-party applications, and POS software.
Provide training and guidance to Customer Level 1 and/or Customer Level 2 Support Technicians, assisting them in resolving complex technical issues.
Collaborate with internal Customer Success, Engagement and Development teams to address issues, monitor performance and ensure adherence to required standards.
Document support-related processes and procedures (SOP) as directed, ensuring accurate and up-to-date documentation.
Maintain Service Level Agreements (SLAs) on tickets in Salesforce and JIRA, while accurately documenting and classifying client requests and incidents, ensuring thorough records are maintained.
Provide courteous and professional communication with clients and internal departments, effectively conveying technical information.
Uphold Mad Mobile support standards throughout each client and internal department interaction. Perform project-related tasks as assigned.
We are looking for someone who has:
Bachelor’s Degree in a technology field (Computer Science, Information Systems, or Information Technology), and 3-5 years of experience in a similar technical role or capacity.
Strong communication, collaboration, and documentation skills.
Ability to perform multiple tasks simultaneously, handle interruptions, and meet deadlines.
Initiative, integrity, and inventiveness in task performance.
Ability to adapt to and learn new concepts and technologies independently.
Familiarity with Retail, Restaurant, or Grocery POS systems.
Technical experience with, or ability to interpret JavaScript and JSON.
Familiarity with internal tools such as Confluence, JIRA, Salesforce, Service Desk, Kibana, Elastic Search, MDM, and AppSpector.
Familiarity with Enterprise systems such as Relate, Salesforce Commerce Cloud, IBM Sterling.
Knowledge of common authentication protocols (Azure, Auth0, OAuth, Active Directory).
Our core values:
Customer – WE believe that our customers deserve the best from us every day.
Accountability – WE take ownership and make things happen.
Teamwork – WE win as a team and have fun doing it.
Innovation – WE innovate, inspire, and ignite the future!
Integrity – WE are honest, ethical, and trustworthy.
Why Mad Mobile?
Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We’re proud of our culture and promote diversity and a healthy work-life balance.
What about the benefits you ask?
At Mad Mobile, we're committed to taking care of our employees right from the start. That's why there's no waiting period for our plans – they kick in from day one. We're proud to offer market leading benefits for medical, dental, and vision and cover a generous amount of your premiums. To make sure you're off to a great start, we even provide you with a $1000 HSA contribution (prorated based on your start date and split into two payments).
Additionally, we provide a 401(k) plan with a matching contribution of up to 6%, and the best part is you're fully vested from day one. At Mad Mobile, we're not only building the next generation of in-store experiences; we're also building the next generation of incredible teams.
EEOC Statement
Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.
* Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes. Mad Mobile will not pay fees to any third-party agency or company that does not have a signed agreement with Mad Mobile.
