Sustaining Engineer

As a Sustaining Engineer, you’ll analyze complex multi-variable situations, develop solutions, and verify their effectiveness. Highlight the balance between action and analytical decision-making. Evaluates new designs and processes and recommends changes as required. Responsible for the day to day personal management. Continually seek to improve internal team efficiencies through tools and process enhancements. Work with customer support, professional services and sales engineers to investigate customer and field escalated cases. Recommend resolutions to identified issues. Provides explanations of work such as how information was collected or how an issue was identified.

PAR Technology Corporation is the parent company for three wholly owned business units providing systems and services for both government and hospitality sectors. PAR’s largest business unit, Restaurant & Retail Systems (PARTech, Inc.), is the world’s leader in technology products and service integration solutions for the quick service restaurant industry. This unit serves many of the largest restaurant companies in the United States and around the world.

Position Location

Remote - United States 

Pay Band

The base salary range for this position is $55,000 to $70,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

Job Responsibilities

• Communicate and execute the Support strategy.
• Serves as the escalation and resolution point for problems and issues from the Help Desk and Advanced Support
• Analyzes, troubleshoots and sets up test environments for debugging.
• Works with release management and QA to generate releases.
• Assists in design, implementation and testing of escalated enhancement feature requests of product functionality.
• Analyzes the data and trending of defect reports, report on quality issues and failure trends.
• Participates in and assist in early stabilization activities with R&D, Production Engineering and QA engineers.
• Assists in the preparation of quality reports for customers and review with related internal departments.
• Participates, assists and directs investigations into suspected product issues. Assists in monitoring analysis and data gathering as needed, and report on process improvement opportunities.
• Collaborate with other departments to continuously evaluate processes and create work procedures that support strategic directives and overall operational efficiency.
• Motivates, coaches and develops Knowledge Articles to achieve value added support.
• Work with internal and external customers to ensure that PAR product performance is up to expectation.
• Accept customer escalations and provide definitive and timely updates and resolutions to the customer contact and internal stakeholders.
• Serve as escalation and resolution point for field issues from Support Level 2 including after hour support.
• Triage incoming field issues with Support Level 2 and Engineering.
• Collaborate with product team to ensure that PAR hardware and software function as a solution.
• Track issues through resolution and report periodically on status.
• Help with setup test environments to reproduce problems.
• Document findings in work tracking system and general insights in knowledge base.
• Assist product developers and technical product support specialists in solution of complex installation problems.
• Suggests product and/or support tool improvements to improve quality.
• Participate in the implementation of continuous quality improvement processes and methodologies.
• Facilitate the on-going provisions of new customers.
• Review and evaluate customer-based requests for hardware certification. 
• Communicates status and resolution to interested parties.
• Aggregate and document findings in work tracking system and knowledge base.
• Suggest product and process improvement opportunities based on trends or patterns.
• Perform Upgrades of new releases.
• Assist with handling resolutions that inline with the current playbooks.

Knowledge and Skills

• Bachelor’s in computer science/Engineering or a related field preferred.
• Minimum of three years of experience in the software industry.
• Experience in testing SW applications is desirable.
• Experience with Hospitality Point of Sale software strongly preferred.
• Proficient in troubleshooting, problem solving and root cause analysis of system defects.
• Some experience with scripting languages (PowerShell preferred).
• Experience with MS SQL Server.
• Good MS office skills, particularly fluent in Excel.
• Good interpersonal written and oral communication skills when interacting with internal and external customers.
• Ability to manage multiple customer issues at one time.
• Must be detail oriented, reliable and can work both in a team environment and alone with minimal direction and supervision.
• Curious to learn about system functionality and limitations.
• Ability to participate in after-hours escalation rotation and willing to work a flexible schedule as needed.
• Occasional travel to customer sites may be required.

Quality: “Possesses an understanding of and performs work related activities in accordance with and in support of the corporation Quality Policy”.