About Peppr:
Peppr gives independent restaurants the POS and ordering solutions built for how they actually work. We focus on solving real problems owners face every day, from managing the dinner rush to driving more sales through digital channels. Running a restaurant is hard enough without fighting your technology. That’s why we handle setup and launch, so restaurants can focus on their guests and grow their business faster. Join us on our journey to transform the restaurant experience, one transaction at a time.
About the Role:
The Advanced Technical Support Specialist serves as a key escalation point for complex technical issues, providing high-level support to our restaurant clients and internal Support Agents. This role requires advanced troubleshooting skills in networking, hardware, and system configuration, along with the ability to mentor and guide Tier 1 Agents. The Specialist will engage in multi-channel communication—including phone, email, chat, and Slack—to resolve incidents, configure systems for new clients, and conduct troubleshooting. The ideal candidate will have a strong background in customer service, technical support, and networking.
Key Responsibilities:
Escalation & Advanced Troubleshooting
Act as an escalation point for Support Agents troubleshooting unresolved technical issues
Troubleshoot complex hardware and connectivity issues, including router and network configuration, and back-end diagnostics.
Client Support
Respond to and manage inbound support requests via phone, email, chat, and Slack from clients and the team members.
Provide high-touch support for clients with complex or ongoing technical needs.
Address billing and service-related inquiries.
Partner with client success and engineering teams to ensure a seamless client experience
Identify trends in support cases and recommend solutions for reducing repeat incidents.
Stay current with new product features and releases
System Configuration
Set up and customize new client environments, including menu creation, POS configuration, and both front-of-house and back-of-house setup.
Ensure system deployments meet client business requirements and adhere to best practices for stability and scalability.
Training & Documentation
Deliver advanced system training to clients and internal team members remotely.
Document solutions for recurring advanced issues and help build a robust knowledge base for the support team.
Support onboarding and training of new Support Agents in technical troubleshooting methods.
Minimum Qualifications:
3+ years of experience in a technical support or IT helpdesk role, with at least 1 year handling advanced networking or hardware issues.
Strong understanding of network architecture (e.g., IP configuration, routers/switches).
Experience with hardware troubleshooting(e.g., POS terminals, printers, card readers).
Proven ability to triage, document, and resolve technical escalations.
Familiarity with support platforms (CRM, ticketing, chat tools) and remote desktop tools.
Excellent bilingual written and verbal communication skills in English and Spanish.
We’re also looking for:
Familiarity with restaurant operations and point-of-sale systems.
An understanding of the payment lifecycle and payment systems.
Strong problem-solving skills and the ability to diagnose and resolve technical issues remotely.
Ability to work independently and manage multiple tasks in a fast-paced environment.
Experience mentoring or supporting junior technical staff.
Working Conditions:
This is a remote role which may require evening or weekend hours to accommodate client needs.
Ability to work in a fast-paced environment and adapt to changing priorities.
Top Skills
What We Do
Peppr is the only POS that actually understands restaurants. Built by a team with decades of restaurant experience, we create enterprise-grade technology solutions designed for how independent restaurants operate. While most POS providers disappear after the sale, our local teams in Dallas and Los Angeles provide faster support, responding in minutes when you need help. Our POS systems, handheld devices, and commission-free online ordering are built for the chaos of restaurant life, with reliable hardware that won't fail during your busiest hours and offline mode that keeps you running even during outages. We believe in transparent pricing with no hidden fees, no lengthy contracts, and straightforward costs so restaurants know exactly what they're paying for. Our solutions integrate seamlessly with DoorDash, OpenTable, and other services you already use, creating a complete system that lets restaurant owners focus on what matters most: serving guests and running profitable businesses. We've helped hundreds of independent restaurants streamline operations, reduce order processing time, and grow their business, from full-service restaurants to quick-service spots, bars to breweries. At Peppr, we're not just another tech vendor but genuine partners who understand what it takes to succeed.
