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Application Support Analyst, Tier 3

At Olo we develop an online food ordering platform used by many of the country’s largest restaurant chains, reaching millions of consumers. Chances are if you’ve ordered directly from a restaurant brand’s app or website, we’ve made that happen. Mobile ordering and payments is an exciting and active industry full of interesting players and yet still a relatively untapped market ripe for disruption. We’re quite up-front about the technical challenges our business faces. Running a platform with multiple white-labeled front-ends, that maintains real-time connections into thousands of restaurants’ POS systems, and coordinates complex transactions between these and other third parties (such as payment gateways and gift card providers) is not for the faint of heart!

You’ll be joining our DevOps-oriented Infrastructure Team, responsible for keeping Olo’s food ordering and delivery systems up and running reliably and securely.

Any engineer may work at Olo’s headquarters in New York City’s Financial District or remotely from anywhere in the U.S. In fact, more than half of our engineering team is remote!

Responsibilities

  • Provide technical assistance by responding to support tickets from developers and the customer success team seeking assistance with application or infrastructure related issues.
  • Coordinate among various engineering groups for Incident/Problem triage, action steps, root cause analysis, and SME routing.
  • Responsible for content development that will support an internal knowledge base.
  • Learn the functions of our application in an effort to efficiently triage support requests.
  • Proactively monitor all systems for uptime and security. Notice trends before they become issues. Improve monitor infrastructure as needed.

Required Skills/Experience

  • At least 3 years in a Tier 3 position supporting custom software applications and at least 7 years supporting SaaS based applications.
  • Working experience supporting cloud based software applications.
  • Working knowledge of DevOps, automation, and Infrastructure as Code.
  • Experience creating and executing SQL queries.
  • Basic knowledge of response times and KPI metrics to include standard deviation.
  • A passion for uptime.

Beneficial

  • Experience with any of the following technologies: Ansible, CloudFormation, GitHub, SQL Server, Redis, ElasticSearch, SumoLogic, Datadog, Railgun, NewRelic, Windows Server Failover Clustering, Consul, Docker, Terraform.
  • PCI compliance experience.
  • Working knowledge of multi-tier web applications and their dependencies including load balancing, TCP/IP networking, web services, LDAP and DNS.
  • Comfortable in your scripting tool of choice - PowerShell, Python, Bash etc.
  • Expert level monitoring, alerting, and support knowledge.

 

About Olo

Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 200 restaurant brands. Olo’s enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded user interfaces to the back-of-house order management features that keep the kitchen running smoothly. Orders from Olo are injected seamlessly into existing restaurant systems to help brands capture demand from on-demand channels such as branded website and apps, third-party marketplaces, social media channels, and personal assistant devices like the Amazon Echo. Olo is a pioneer in the industry, beginning with text message ordering on mobile feature phones in 2005. Today, millions of consumers use Olo to order ahead (SKIP THE LINE®) or get meals delivered from the restaurants they love. Customers include Applebee’s, Chili’s, Chipotle, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Red Robin, Shake Shack, sweetgreen, Wingstop, and more.

Olo is located at 26 Broadway in the historic Standard Oil Building, the former home of John D. Rockefeller.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map: https://www.olo.com/images/culture.jpg.

We encourage you to apply!

At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed in doing our part to move the needle.

Olo is an equal opportunity employer and diversity is highly valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.

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