Product Support Specialist

PAR Technology Corporation

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join PAR Technology, a global leader in restaurant technology with over four decades of experience empowering brands worldwide. We are dedicated to creating lasting connections between businesses and their guests through innovative software and hardware solutions. Our commitment to excellence provides comprehensive tools that enable seamless experiences and drive growth for over 100,000 restaurants across more than 110 countries. At PAR, we live by our 'Better Together' ethos, offering Unified Customer Experience solutions that integrate point-of-sale (POS) systems, digital ordering, loyalty programs, and back-office software, complemented by industry-leading hardware and drive-thru offerings. Discover more about our impact at partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.
• PAR Technology's Punchh division is seeking a motivated and customer-centric Product Support Specialist to join our dynamic Support team based in Jaipur, India. This is a pivotal customer-facing role where you will become an expert on the Punchh marketing platform, serving as the primary point of contact for our valued business customers. Your mission will be to provide exceptional support, assisting clients with inquiries and configurations related to marketing campaigns, software integrations, and key platform features such as loyalty programs and gift card management.
• We are looking for individuals who possess a genuine passion for customer excellence, a keen interest in marketing technology platforms, and a strong desire to support business customers within the vibrant restaurant, convenience store, and retail industries. The ideal candidate will be inquisitive, highly organized, process-oriented, and driven by finding effective solutions to complex challenges.
• In this role, you will engage directly with business customers through various communication channels, including phone and email, to provide comprehensive support for the Punchh marketing platform's Software as a Service (SaaS) application. This includes assisting with inquiries related to Point of Sale (POS) systems and API integrations, ensuring our clients can leverage the full capabilities of our technology.
• A core responsibility will be to investigate and troubleshoot technical issues that arise within the Punchh SaaS platform. This requires a methodical approach to problem-solving, a deep understanding of the platform's functionalities, and the ability to diagnose and resolve issues efficiently to minimize customer impact.
• You will need to develop a thorough understanding of our customers' unique business needs and objectives. This involves actively listening to their requirements for campaigns and segments created on the Punchh platform, and translating those needs into effective technical solutions and guidance.
• This role requires flexibility to work across different shifts, including Day, Afternoon, or Night shifts (IST hours), to ensure continuous support for our global customer base. Occasional on-call duties or overtime may be necessary to address urgent customer needs or critical system events.
• You will be instrumental in ensuring customer satisfaction by providing timely, accurate, and empathetic support. This involves managing your workload effectively, prioritizing urgent requests, and maintaining clear communication throughout the resolution process.
• Your ability to document issues, solutions, and customer interactions will be crucial for knowledge sharing and continuous improvement within the support team. This contributes to building a robust knowledge base and enhancing the overall customer experience.
• You will collaborate closely with internal teams, including engineering and product management, to escalate complex issues, provide feedback on product performance, and contribute to the ongoing development and enhancement of the Punchh platform.
• This position offers a unique opportunity to grow your expertise in marketing technology and SaaS support, contributing directly to the success of our clients and the reputation of PAR Technology.

🎯 Requirements

• Minimum of 3 years in a technical support or troubleshooting role with SMB and enterprise customers within a SaaS company.
• 3 years of experience in at least two of the following areas: SMTP, DNS, HTML/CSS, Network troubleshooting, API log reading, Mobile App troubleshooting, POS system implementation, and troubleshooting.
• Experience with marketing technology, loyalty programs, or digital marketing campaigns is a plus.
• Inquisitive and investigative, adept at asking probing questions to understand and address customer issues.
• Excellent time management skills, with the ability to manage time-sensitive tasks and deadlines.
• High customer empathy and commitment to issue resolution.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunity to work with a leading global restaurant technology company.
• Professional development and training opportunities to enhance your skills.
• Collaborative and supportive work environment.
• Chance to make a significant impact on customer success and product development.

Skills & Technologies

Remote

Degree Required

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PAR Technology Corporation

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About PAR Technology Corporation

PAR Technology Corporation provides cloud-based point-of-sale and back-office software, integrated hardware, and professional services for restaurants and retail chains worldwide. The Brink POS and PAR Data Central platforms manage orders, inventory, labor, and customer engagement across corporate and franchise locations, while rugged terminals and kitchen systems ensure reliable operations. Founded in 1968, the company supports multi-unit brands such as Taco Bell, Subway, and Arby’s with scalable solutions, analytics, and 24/7 support to improve efficiency and guest experience.

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