Tier 3 Software Engineering Support Technician

Reports To:

Venue Support Manager

Position Summary:

The Tier 3 Software Engineering Technician role entails providing advanced technical assistance and expertise for those applications used in our venues. As the Tier 3 SE support engineer, you would be responsible for resolving complex software issues and bugs that cannot be resolved by Tier 1 and Tier 2 support teams. The role will collaborate closely with software developers, system administrators, and other stakeholders to diagnose and troubleshoot intricate problems, employing deep technical knowledge and analytical skills. The role would involve conducting in-depth root cause analysis, performing code reviews, and deploying solutions to address complex software challenges. Additionally, the role may be involved in creating and maintaining technical documentation, participating in software testing and quality assurance activities, and assisting in the development of software enhancements and upgrades. The role's expertise and experience would be crucial in ensuring the smooth operation and optimal performance of software systems, as well as in providing guidance and support to junior support engineers.

This person will have experience working on support teams in a direct support role to internal or external users. They should also have experience in supporting users across multiple time zones. They must be highly collaborative, possess solid technical, analytical and communication skills. They must be nimble in responding to internal stakeholders and guest feedback to ultimately deliver the best experience for our guests.

Position Responsibilities may include, but not limited to:

• Troubleshooting
  • Investigating and diagnosing complex software issues reported by users or escalated from lower tiers. This requires in-depth knowledge of the software, its underlying architecture, and related technologies.
• Root Cause Analysis:
  • Analyzing software problems to determine their underlying causes and developing strategies to address them. This involves examining logs, error reports, and system configurations to identify patterns or anomalies.
• Collaboration:
  • Collaborating with other teams, such as development, quality assurance, and infrastructure, to address software issues. Tier 3 support engineers often work closely with these teams to provide insights, recommendations, and solutions for resolving problems.

• Bug Fixes and Patching:
  • Developing and implementing bug fixes, workarounds, or patches to address software defects or vulnerabilities. Tier 3 support engineers may work with the development team to create and test these fixes before deploying them to production.
• Performance Optimization:
  • Analyzing and optimizing software performance to ensure efficient operation and responsiveness. This can involve identifying and addressing bottlenecks, optimizing database queries, or recommending architectural improvements.
• Documentation and Knowledge Sharing:
  • Creating and maintaining technical documentation, including troubleshooting guides, knowledge base articles, and best practices. Tier 3 support engineers contribute to knowledge sharing initiatives to enable other support tiers and enhance the overall support process.
• Escalation Management:
  • Managing the escalation of critical incidents or complex issues to appropriate stakeholders, such as senior engineers, managers, or development leads. This includes providing clear and concise communication regarding the status, impact, and recommended solutions.
• Continuous Improvement:
  • Actively seeking opportunities to improve support processes, tools, and systems. Tier 3 support engineers participate in post-incident reviews, suggest process enhancements, and drive initiatives to enhance customer satisfaction and reduce support incidents.
• In summary, Software EngineeringTier 3 Support roles and responsibilities revolve around addressing complex software issues, ensuring system stability and performance, collaborating with other teams, developing fixes, optimizing performance, documenting solutions, managing escalations, and driving continuous improvement efforts. Their expertise and deep technical knowledge play a vital role in maintaining high-quality software applications and providing excellent customer support.
• Other projects or duties as assigned.

Required Skills and Experience:

• Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).
• Working experience and proficiency in the following
  • Windows Server Maintenance
  • Kubernetes Experience
  • UNIX / BASH Experience
  • Docker Experience
• Minimum of 4+ years of experience in software support role, preferably within the restaurant, entertainment, or hospitality industry.
• Strong technical skills and experience in troubleshooting hardware, software, and network issues.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Strong problem-solving and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Familiarity with IT service management (ITSM) best practices and ticketing systems.
• Proactive and guest-focused mindset, with a dedication to providing outstanding support.
• Willingness to work nights and weekends to support the venue and associates if any issues arise.
• This position must pass a post-offer background.

What's in it for you:

• Paid PTO
• Flexible spending accounts
• 401k Match
• Cell phone reimbursement
• Health insurance: medical, dental, and vision
• 50% off Food & Beverage
• Free Mini Golf
• Paid Parental Leave

Our Purpose: To bring everyone in to play.

Our Vision: To be the universal answer to the question 'Where should we get together?'

Our Mission: To create lasting memories for people of all generations through a shared, world-class entertainment and food and beverage experience.

Our Values:

• Bring your 'A' game. We strive for excellence in everything we do.
• Lead the Way Our associates embrace and are inspired by change.
• Own the Fun We revel in our guests' enjoyment.
• Care Deeply - We take great care of our guests, our associates and the communities we call home.

At the intersection of entertainment and hospitality, Puttshack is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information, and veteran status) in its application and hiring processes and in its employment decisions. As an affirmative action employer, Puttshack also takes steps to prevent retaliation and create a respectful, equitable, and inclusive environment for our Associates, Guests, and Vendors.