PDQ Restaurants · 20 hours ago
Solutions Engineer - Team Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
$98K/yr - $104K/yr
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Responsibilities
Manage team standup meetings, prioritize workloads, product focus, and load balancing within the ticket queue, and design and drive projects intended to improve the efficiency of the support process
Conduct 1:1s with Solutions Engineers and assist with individual matters and difficulties, providing coaching on performance concerns, mentoring, career pathing guidance, and feedback
Train and onboard new Solutions Engineers to the team
Conducting periodic performance reviews of SE employees as directed by management and People Operations
Assisting customers with questions and issues, typically via email, but sometimes by phone. And, again, we'll plug the fact that you'll be working with our stellar system administrator customers. No more fixing printer jams or replacing the batteries in wireless mice
Creating and maintaining documentation and content, including guides, KB articles, and creating or answering threads on our support forums
Being on the front line for bug reports to translate and deliver the worst of the worst for the development teams to tackle
Fielding feature requests and feedback from customers that delight and guide the development teams
Lending a helping hand to other teams and departments by answering questions or collaborating on puzzles and problems
Qualification
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Required
Solid customer-centric, troubleshooting sysadmin background
Experience managing team standup meetings
Ability to prioritize workloads and product focus
Experience in load balancing within a ticket queue
Ability to design and drive projects intended to improve the efficiency of the support process
Experience conducting 1:1s with Solutions Engineers
Ability to assist with individual matters and difficulties
Experience providing coaching on performance concerns
Experience mentoring and providing career pathing guidance
Experience training and onboarding new Solutions Engineers
Experience conducting periodic performance reviews of SE employees
Ability to assist customers with questions and issues, typically via email and sometimes by phone
Experience creating and maintaining documentation and content, including guides and KB articles
Experience creating or answering threads on support forums
Experience fielding bug reports and translating them for development teams
Experience fielding feature requests and feedback from customers
Ability to collaborate with other teams and departments
Preferred
Familiarity with PDQ products such as PDQ Connect, PDQ Deploy, PDQ Inventory, PDQ Detect, SmartDeploy, and SimpleMDM
Experience using Zendesk, Office 365, VMware, Slack, and Linear
Benefits
4-Day Work Week
Managers who champion professional development
100% Premium Coverage for medical, dental and vision for you and your dependents
100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance
Company Match of the first 6% of your employee deferrals
Flexible Paid Time Off Policy that treats you like the adult that you are
Health Savings Account (HSA) and wellness incentives
Quarterly Company Values Award (team member nominated)
Company
PDQ Restaurants
Founded in 2011, award-winning PDQ - short for "People Dedicated to Quality” - offers chef-driven recipes and mindful ingredients typically found in a fine casual restaurant with the value, speed and convenience of the fast food and fast casual segment.
Founded in 2009
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Eric Knott
Chief Operating Officer
Frank Rappa
Chief Marketing Officer
Company data provided by crunchbase
