Technical Support Engineer

About the role

In this position, you will be responsible for handling intricate support cases related to Point of Sale (POS) integrations, ensuring connectivity between our platform and restaurant systems. Your role will involve diagnosing technical issues, assisting partners during the onboarding process, and contributing to the creation of internal documentation and automation tools that enhance operational efficiency. You will own the end-to-end resolution of complex integration failures, acting as the primary technical liaison for restaurant partners. This position requires a deep commitment to documenting every step of your investigations to build a robust knowledge base. You will be instrumental in translating technical jargon into clear guidance for non-technical stakeholders. Furthermore, you will drive initiatives to reduce recurring support tickets through process improvements. Ultimately, your work will directly impact the reliability and satisfaction of DoorDash's restaurant partners in London.

Key facts

What you'll do

• Investigate and resolve Tier 2 and Tier 3 integration support cases, addressing issues such as credential problems, check linking discrepancies, and failures related to webhooks or polling mechanisms.
• Execute thorough diagnostic procedures utilizing API payloads, logs, and reproduction tools to isolate the root cause of technical failures in live environments.
• Collaborate with cross-functional teams, including Product, Engineering, and Customer Success, to tackle integration challenges and provide actionable insights that shape the product development roadmap.
• Oversee the onboarding process for POS partners, which includes managing API access configurations and ensuring comprehensive developer documentation is consistently updated and accurate.
• Author and maintain internal runbooks, support automation scripts, and training materials to facilitate knowledge sharing and ensure operational consistency across the support team.
• Mentor junior team members by sharing insights on POS integration methodologies and best technical practices to foster a collaborative learning environment and elevate team capability.
• Establish proactive communication channels with partners to ensure their technical needs are met promptly and to enhance their overall experience with DoorDash's service ecosystem.
• Analyze integration performance metrics and generate reports to identify trends and areas for improvement, contributing to the continuous enhancement of our integration processes and reliability.
• Serve as a technical expert for high-stakes partner negotiations, providing the necessary data and analysis to support strategic decisions.
• Implement quality assurance checks on documentation and automation tools to prevent future errors and improve the accuracy of support workflows.
• Coordinate with the Engineering team to escalate critical bugs, ensuring timely updates are communicated to stakeholders and customers.
• Optimize the support workflow by identifying repetitive tasks and developing scripts or procedures to increase team efficiency and reduce resolution times.
• Maintain detailed records of all support interactions to ensure compliance with internal policies and provide a clear audit trail for future reference.
• Evaluate new third-party tools or middleware that could enhance the integration support process and present recommendations to the technical leadership.

Requirements

• Possess a minimum of 3 years of experience in technical support, solutions engineering, or integration roles, particularly in a B2B or Software as a Service (SaaS) context.
• Demonstrate proven hands-on experience with POS integrations in a live environment, particularly in relation to check or ticket data, table mapping, and API authentication processes.
• Show familiarity with at least two POS ecosystems or middleware platforms, such as Toast, Square, Lightspeed, Simphony/Micros, Omnivore, or Agilysys.
• Exhibit strong technical knowledge of REST APIs, webhooks, JSON payloads, and HTTP debugging techniques to effectively troubleshoot connectivity issues.
• Display proficiency in using Python and tools like curl/Postman for reproducing and diagnosing backend integration issues in a systematic manner.
• Have experience with customer support platforms such as Zendesk and project management tools like Jira to track and manage support cases efficiently.
• Possess excellent analytical abilities and a strong commitment to maintaining security protocols when managing tokens and credentials to protect partner data.
• Communicate effectively in English, both in written and verbal formats, to ensure clarity and precision when interacting with technical and non-technical audiences.
• Thrive in a collaborative work environment, demonstrating the ability to work independently and as part of a distributed team across different time zones.
• Adhere to DoorDash's core values and contribute to a positive, inclusive workplace culture in the London office.

Nice to have

• Familiarity with Salesforce and its integration capabilities would be advantageous for managing partner data and tracking interactions.
• Experience working in a fast-paced startup environment, demonstrating adaptability and a proactive approach to problem-solving under tight deadlines.
• Knowledge of additional programming languages or scripting tools that can enhance integration processes and automate complex troubleshooting tasks.

Practical notes

• DoorDash offers a comprehensive benefits package that includes premium healthcare options, wellness expense reimbursements, and paid parental leave to support employee well-being.
• Candidates who require accommodations during the recruitment process are encouraged to inform their recruiting contact at the outset to ensure appropriate support is provided.

This role at DoorDash presents an to work at the intersection of technology and customer service, playing a crucial role in enhancing the integration experience for our partners in the restaurant industry. If you are about technology and have a knack for solving complex problems, we would love to hear from you.