Sustaining Engineer

PAR Technology Corporation

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Sustaining Engineer (L3 - Punchh Platform) at PAR Technology, you will be the critical guardian of our robust and widely-used Punchh platform, ensuring its continuous health, stability, and scalability for hundreds of global brands and millions of daily end-users.
• This is a deeply technical, hands-on role where you will dive into complex production issues at the code level, acting as the ultimate escalation point for intricate, cross-system problems that impact integrations and customer-facing features.
• You will be instrumental in leading incident management processes for high-severity events, meticulously driving root cause analysis (RCA), conducting thorough postmortems, and orchestrating swift recovery actions to minimize disruption.
• Your expertise will be crucial in performing deep-dive root cause analysis across a sophisticated landscape of APIs, integrations, and microservices, leveraging advanced techniques with logs, telemetry, and source-level debugging.
• You will directly contribute to the platform's evolution and resilience by implementing code fixes, performing strategic refactors, and developing stability improvements that enhance overall performance and reliability.
• This role places you at the forefront of engineering leadership for critical third-party integrations, including Point-of-Sale (POS) systems, payment processors, and marketing platforms, ensuring seamless data flow and functionality.
• You will be responsible for defining, documenting, and enforcing integration best practices and stringent standards across the entire Punchh platform, promoting consistency and quality.
• A key aspect of your role will involve maintaining and continuously evolving essential technical documentation, including runbooks, diagnostic playbooks, and comprehensive integration guidelines, empowering other teams and ensuring knowledge transfer.
• You will apply established ITIL best practices to manage incidents, problems, and changes effectively, ensuring a structured and controlled approach to system maintenance and evolution.
• Proactively identify opportunities to automate triage, alerting, and recovery workflows, significantly reducing Mean Time To Recovery (MTTR) and enhancing operational efficiency.
• You will foster strong collaborative relationships with Engineering, Product Management, DevOps, and Customer Success teams, working together to identify systemic issues and champion platform-level improvements that benefit all stakeholders.
• Represent the Sustaining Engineering function with authority and insight during critical release planning phases, readiness reviews, and go-live support activities, ensuring smooth transitions.
• Play a vital role in mentoring and upskilling Tier 2 engineers, facilitating knowledge sharing sessions, and actively contributing to building organizational capability to minimize escalations to L3 over time.
• This position offers a unique opportunity to influence the future direction of the Punchh platform by providing critical insights from production environments and driving reliability and customer experience initiatives at a massive scale.
• You will be a key player in ensuring the platform meets and exceeds its Service Level Objectives (SLOs) and Service Level Agreements (SLAs), directly impacting customer satisfaction and business success.
• Your work will directly contribute to the seamless operation of a leading restaurant technology solution used by over 100,000 restaurants in more than 110 countries, making a tangible impact on the global hospitality industry.
• You will be part of a company with a rich history of innovation, dedicated to empowering brands worldwide to create lasting connections with their guests through cutting-edge technology.
• Embrace the "Better Together" ethos by collaborating across teams to deliver Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty, and back-office software with industry-leading hardware.
• This role requires a proactive, analytical, and customer-focused mindset, with a relentless drive for continuous improvement and the delivery of measurable, positive outcomes.
• You will be working within a dynamic, fast-paced environment where problem-solving and technical excellence are paramount.
• The opportunity to work remotely provides flexibility while maintaining critical 24x7 support coverage aligned with U.S. time zones, requiring adaptability to different shift patterns.

🎯 Requirements

• Minimum of 3 years of experience in sustaining engineering, production support, or backend development within SaaS or platform environments.
• Strong proficiency in full-stack development, with a deep emphasis on Ruby on Rails for both front-end integration and backend services.
• Advanced troubleshooting skills for distributed systems, microservices architecture, and public cloud environments (AWS preferred).
• Demonstrated expertise with RESTful APIs, authentication mechanisms (OAuth 2.0, JWT), and webhook implementations.
• Hands-on experience with observability and monitoring tools such as Databricks, New Relic, and proficiency in writing complex SQL database queries.
• Familiarity with DevOps practices and CI/CD pipelines for efficient deployments and rollbacks.
• Understanding of Site Reliability Engineering (SRE) principles, including SLO tracking, error budgets, and postmortem analysis.
• Experience with cloud platforms (AWS, Azure, GCP) and their core services (e.g., Lambda, API Gateway, S3, DynamoDB).
• Proficiency in using Postman for API testing and debugging.

🏖️ Benefits

• Remote work opportunity, offering flexibility and work-life balance.
• Competitive salary and benefits package.
• Opportunity to work with a leading technology company in the restaurant industry.
• Professional development and growth opportunities within a dynamic team.
• Be part of a company culture that values collaboration and innovation.

Skills & Technologies

Ruby

React

Vue.js

Angular

Rails

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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