Tier II Integrations Support Specialist
Restaurant365
Sep 2025 - Current (8 months)
Tier II escalation point for complex vendor integration issues involving FTP/SFTP data flows and financial system syncs. Primary technical resource for new hires, providing real-time guidance, shadowing sessions, and troubleshooting support. Configure, validate, and troubleshoot integrations, performing root cause analysis on data failures impacting reporting. Create and maintain SOPs to standardize workflows, reduce repeat escalations, and improve first-contact resolution. Translate complex system behavior into clear, actionable guidance for non-technical customers. Collaborate cross-functionally to surface product gaps and recommend onboarding improvements. Contribute to support quality assurance by documenting best practices and troubles