Tier 3 Support Specialist

About SpotOn
 
We're not just building restaurant tech—we're giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

• Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
• Awarded Great Places to Work and Built In's Best Workplaces for multiple years running

We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you're looking to make an impact with heart and hustle, SpotOn is the place for you.

Job Title: Tier 3 Support Specialist

Location: Royal Oak, MI

About Us -

SpotOn is a leading provider of Point of Sale and payment processing, dedicated to delivering exceptional service and innovative solutions to our top-tier clients. Our team is passionate about customer success, and we are looking for dedicated professionals to join our Tier 3 Support team to help our clients achieve their goals.

Job Summary -

We are seeking highly motivated and customer-focused Tier 3 Support Specialists to join our team. In this role, you will be responsible for providing high-level support to our top tier clients, resolving complex issues, and ensuring that our clients have a seamless experience with our products/services. You will work closely with internal teams to escalate and resolve technical problems, while maintaining a high level of customer satisfaction.

Key Responsibilities -

•  Client Support: Provide expert-level support to top-tier clients via phone, email, and chat, resolving issues related to Restaurant Point of Sale.
•  Issue Resolution: Diagnose, troubleshoot, and resolve complex technical issues, coordinating with internal teams when necessary.
•  Client Communication: Maintain clear and effective communication with clients throughout the resolution process, providing regular updates and ensuring a positive experience.
•  Documentation: Accurately document client interactions, issues, and resolutions in the support system to maintain comprehensive records.
•  Escalation Management: Identify and escalate critical issues to appropriate internal teams, ensuring prompt and effective resolution.
•  Process Improvement: Participate in continuous improvement initiatives by identifying areas for enhancement in the support process and client experience.
• Training and Knowledge Sharing: Stay up-to-date with the latest product/service updates and best practices. Share knowledge and insights with peers and clients.
• Travel: Some travel may be required to meet with clients, and attend workshops or training sessions.

Qualifications -

 Experience:

•  5+ years of experience in a customer support or technical support role, preferably in an Tier 2/3 support environment.
•  Experience with Salesforce and Jira.

Skills:

• Strong problem-solving abilities and technical troubleshooting skills.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in Point of Sale, payments, networking, and customer service.

Preferred:

• Experience working with high-end clients.
• Familiarity and/or experience with restaurant operations.
• Availability on nights and weekends

Benefits:  

At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

The base salary range listed will vary depending on location and experience.

Base salary range: $50,000-70,000

How to Apply -

If you are passionate about providing exceptional support to top-tier clients and thrive in a dynamic environment, we want to hear from you Please submit your resume and a cover letter explaining why you are the perfect fit for this role.

The base salary range listed will vary depending on location and experience.

Base salary range

$50,000 - $70,000 USD

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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