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Provides on-site and remote technical support for hardware, software, networking, and production application issues. Responsibilities include system monitoring, installations, troubleshooting, ticket management, incident response, escalation, asset inventory, onboarding and offboarding, documentation, software deployments, and vendor coordination. The role also supports network upgrades, endpoint tools, and critical incident communications while working with engineering and higher-tier IT teams.

Provide Mandarin/English technical onboarding and frontline support for restaurant clients: scope and configure hardware, monitor systems, diagnose and resolve network and telephony issues, document solutions, and escalate when needed.

Partner with Head of Growth & Strategy to design, test, and scale GTM and cross-sell motions. Lead experiments (pricing, bundling), own growth analytics and funnel performance, set up CRM and reporting processes, work cross-functionally, and engage client-facing sales enablement. Hire and manage 1-2 team members and build repeatable growth operating cadence.

Handle live Spanish-language customer calls to take orders, troubleshoot issues, upsell menu items, and maintain schedule adherence. Use company tools to process orders accurately, pass Tier 1 certification, and provide empathetic, efficient service while following established processes.

Lead and grow a global IT engineering team to own corporate technology, applications, security, and support. Implement MDM, identity, MFA, SIEM, automation, zero-touch deployment, and AI-integrated service management while resolving escalations, enforcing IT policies, and driving high availability and automation targets.

Lead and execute the information security and compliance program across cloud and on-prem environments. Ensure PCI DSS and data privacy compliance (CCPA, Philippines, Malaysia), implement identity and RBAC controls, manage workstation/BYOD solutions, respond to incidents, and grow a team of security professionals while aligning security strategy with business objectives.

Provide front-line support, administration, and maintenance of corporate technology, applications, and hardware. Participate in design, automation, onboarding/offboarding, incident response, root-cause analysis, and projects such as MFA, directory login, access orchestration, and zero-touch hardware deployment.

Lead end-to-end onboarding of new and reactivated restaurant clients: gather operational requirements, configure back-end across products (including Greendot), perform QA, manage cross-functional implementation, own first 14 days post-live, handle escalations, and recommend best practices to drive adoption and upsells.

Provide hardware deployment, onboarding, and technical support for restaurant clients: configure and ship equipment, troubleshoot networking and telephony issues (remote and onsite), resolve outages, document cases, and escalate when needed. Support frontline onboarding for pizza and Chinese American restaurants and build working knowledge of Tarro's hardware and backend systems.

Support employee experience through community engagement, events, safety protocol implementation, administrative record-keeping, incident documentation, and acting as a liaison for employee concerns to enhance workplace belonging and compliance.