IT Support Engineer

About Us:

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!

What we're looking for:

We are currently seeking an IT Support Engineer to provide both on-site and remote technical support for end-users experiencing hardware, software, and networking issues. They will assist with software installations, network failures, hardware malfunctions, and other IT-related issues.

As an IT Support Engineer, your mission would be to provide timely and efficient technical support with high customer satisfaction to end-users. You will also assist in IT projects, such as system upgrades, migrations, or implementations, contributing to tasks as required.

What you’ll accomplish:

1. You’ll monitor and maintain computer systems and networks.

2. You’ll own installing and configuring computer hardware, software, systems, networks, printers, and scanners

3. You’ll research and identify solutions to software and hardware issues

4. You respond in a timely manner to service issues and requests

5. You’ll provide phone, email and chat support

6. You’ll provide troubleshooting and debugging of production application and general network troubleshooting

7. You’ll transition application issues to the engineering team and open and follow up with support tickets for IT Vendors we work with

8. You’ll escalate critical issues and roadblocks to the next tier of Support.

Year 1 Deliverables:

• Stabilize and improve support coverage for the Menlo Park office

• Increase resolution speed and satisfaction for IT-related tickets

• Standardize device management practices across platforms

• Document and improve onboarding processes in collaboration with IT leadership

About you:

• You have 2+ years of experience providing hands-on support in help desk or IT support environments.

• You have a proven ability to deliver a positive IT experience to technical and non-technical users alike.

• You communicate clearly and confidently, especially when working with executives or cross-functional teams.

• You’re proactive, resourceful, and take ownership of problems without waiting to be told what to do

• You’re comfortable juggling hardware, software, and user access issues, and you always look for ways to improve systems and documentation.

• You are willing to work onsite at our Menlo Park office three days a week.

Bonus Points:

• You have experience working in a high-growth startup environment.

• You have hands-on experience supporting cloud and SaaS infrastructure, particularly tools like Okta, Intune, and MDM solutions across Mac and PC environments.

• You have a working knowledge of tools like Jira, Confluence, Slack, and Microsoft 365, and know how to use them effectively in a support environment.

• You have a roll-up-your-sleeves mentality, frequently wearing more than one hat in a collaborative environment.

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!

Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

Salary range is 80,000 - 100,000 USD