Desktop Support-I

Job Title: Desktop Support-I Job Location - Remote Duration - 03 months About the Team The Platform Innovation team drives strategy, support, and scaling for one of the most exciting and fast-growing projects within our restaurant platform business. Our support team ensures merchants receive white-glove support that keeps their operations running seamlessly and builds long-term trust in our platform. About the Role You will serve as a frontline support agent within our broader Restaurant Platform organization. This is a highly hands-on role: you'll own merchant tickets end-to-end, build deep product and workflow expertise quickly, and become a go-to resource for resolving complex, high-impact cases. This is a role for someone who thrives in the weeds. Expect the day-to-day to be working the queue—diagnosing novel issues with incomplete information, driving cases to resolution, and delivering a consistently high bar of merchant communication. You're excited about this opportunity because you will… Get to the lowest level of detail to diagnose and resolve novel issues with incomplete, noisy, or conflicting information, forming hypotheses quickly and validating them through structured investigation. Own and resolve a broad range of merchant support tickets end-to-end, from initial triage through resolution. Bring a strong technical troubleshooting mindset to complex failures—reasoning through issues without perfect information, clear reproduction steps, or direct system visibility. Handle high-stakes situations where downtime or operational disruption is on the line, communicating clearly and setting expectations without overpromising. Contribute to playbooks, internal knowledge, and training materials rooted in patterns you identify in live cases. Support our expanding coverage motion (e.g., phone/video, extended hours) while maintaining white-glove service quality. We're excited about you because… You have a strong technical troubleshooting mindset: you can reason through complex failures without perfect logs, clear repro steps, or direct system access, and still drive issues to resolution. You have direct customer-facing support experience in a high-volume environment. You've supported complex platforms in ambiguous, high-impact environments where issues cut across multiple workflows and must be resolved without complete information. You're scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don't let threads die. You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising. You're comfortable getting into the weeds to troubleshoot, and you recognize patterns that can inform broader improvements. Nice to have Comfort with technical troubleshooting across interconnected systems (e.g., connectivity issues, configuration mismatches, environment-specific failures). Familiarity with support tools and workflows (e.g., Intercom, routing/triage, QA, knowledge management). Experience contributing to training content, troubleshooting playbooks, or onboarding materials. Pay rate: 40-43 USD per Hour Job type: Contract Division: eTeam Inc (US) Reference: 26-58571