Enterprise Support Specialist at Restaurant365

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

TheEnterprise Support Specialistprovides high-touch support to Restaurant365’s Enterprise and Strategic customers across thefull R365 product suite and integrations. This role owns complex cases, supports customersafter hours, and helps manage the Enterprise support queues through proactivework assignments and prioritization.

How you'll add value:

Customer & Case Management

Handle complex Enterprise cases across all R365 product areas and integrations.

Own customer communication from intake through resolution with clear, timely updates.

Troubleshoot configuration, data, and integration issues and provide solutions or workarounds.

Escalate issues to Product, Engineering, or other internal teams with complete documentation.

Maintain accurate, detailed ticket notes and meet SLA and quality expectations.

After-Hours Coverage

Provide scheduledafter-hours support(evenings/weekends/holidays as needed). After onboarding training, the after-hoursschedule will be from 5:00pm to 1:00am CST.

Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed.

Participate in on-call or incident response rotations for critical customer-impacting events.

Queue Management & Collaboration

Monitor Enterprise queues andassign/reassign workbased on skills, urgency, and capacity.

Identify at-risk tickets and bottlenecks and surface them to team leads/managers.

Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations.
Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows.

What you'll need to be successful in this role:

Required Qualifications

Proven track record as ahigh-performing Support Specialistor similar SaaS support role.

Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.

Demonstrated ability to troubleshoot complex, multi-step and integration-related issues.

Excellent written and verbal communication skills with both technical and non-technical audiences.

Strong time management, prioritization, and documentation discipline.

Comfortable working in ticketing, chat, and phone-based support tools.

Willing and able to workafter-hours shifts, including evenings, weekends, or holidays, as scheduled.

Preferred Qualifications

Experience supportingEnterprise or Strategic customersin a SaaS environment.

Deep experience with restaurant technology (POS, payroll, accounting, HR/ATS, or similar tools).

Prior experience withqueue management, scheduling, or work assignment.

Restaurant industry and/or accounting experience.

Bachelor’s degree in Business, Information Systems, Accounting, or a related field (or equivalent experience).

$291,200 - $436,800 a year#LI-LH1 DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.apply for this job

Life at Restaurant365

Restaurant365 is a cloud-based all-inclusive back office solution that combines key restaurant modules with an integrated accounting backbone. Restaurant365 was founded by an experienced team of software veterans committed to developing an accounting, back office, and reporting tool - specifically for restaurants - that scales and positions restaurant concepts for growth.

The platform is mobile and runs on both PC and Mac. The connectors, import functions, and Open APIs truly enable Restaurant365 to "talk" with other systems including POS providers, payroll processors, vendors, and banks.

Restaurant365 recently closed $88 million in Series C funding, bringing the total minority investment by Bessemer Venture Partners, ICONIQ Capital, and Tiger Global Management to $140 million, to support the company's vision of providing the best technology to the restaurant industry. With offices in Irvine, CA, and Austin, TX, Restaurant365 truly ties the restaurant industry together with complete restaurant management software.

Thrive Here & What We Value

Company Overview:

Restaurant365, a leading provider of cloud-based solutions for the restaurant industry, prides itself on empowering team members to produce topnotch results while elevating their skills. Our mission is to constantly evolve and improve, ensuring we remain "Best in Class" by prioritizing customer satisfaction, equitable pay practices, and a collaborative work environment.

Our Core Values:

Customer Satisfaction & Retention: We believe that our success is directly tied to the happiness of our customers. Our team works tirelessly to provide exceptional service and memorable dining experiences for every guest who walks through our doors.

Equitable Pay Practices: At Restaurant365, we are committed to providing fair compensation for all employees while maintaining transparency in our pay practices. We believe that a motivated team is the key to achinas success and growth.

Enterprise Support Specialist