Provide email and phone support to restaurant guests and merchant partners through Zendesk. Resolve high volumes of customer issues, communicate technical problems to development teams, escalate complex cases, maintain follow-through, and identify recurring issues and process improvements. The role requires strong communication, organization, problem-solving, and autonomy in a remote environment.

Implement and optimize cross-channel marketing campaigns using Braze and data warehouse integrations. Build complex journey flows, dynamic templates (Liquid), audience segmentation, and QA campaigns. Collaborate with marketing and engineering to validate data, ensure compliance (SMS/email), and scale personalized lifecycle messaging.

Design, build, and operate scalable distributed systems for real-time restaurant payment and financial workflows. Responsibilities include architecting reliable services, protecting sensitive financial data, improving observability and production performance, debugging distributed systems, participating in on-call rotations, applying AI-assisted engineering tools, collaborating cross-functionally, and mentoring engineers.