Desktop Support-I (Technical Support Specialist)

Job Title:Desktop Support-I (Technical Support Specialist) Client:DoorDash Location:Remote Description:

• Strong preference for candidates with past technical support/ IT experience
• Please note that this position requires a flexible schedule - the team works all days of the week (including weekends) from 9am-9pm et.
• The new team member will work 40 hours a week (weekdays from 1-9pm) and have overtime opportunities available over the weekend. About the Team DoorDash is launching a new, confidential, product targeting restaurants across the United States. This team is on the ground floor of a product that can change the hospitality industry forever.

About the Role

• The team is looking for a new team member to join our Technical Support team, helping restaurants live as they work with our new product.
• Our Technical Support team currently offers 365/12/7 coverage from 9am-9pm EST.
• You must be flexible to work mornings, nights, weekdays, and/or weekends.
• Shift times may be subject to change as we expand our team!
• We primarily manage our ticket queue via email and text message and provide phone or video support upon request or as needed.
• You'll be a strategic problem solver and become a technical subject matter expert in all things related to our new product!
• You will be the first line of defense for all merchant support tickets, ensuring that the team provides an exceptional service experience and best-in class technical support when something goes wrong.
• To succeed in this role, you will need to have a combination of deep technical/ networking knowledge, strong communication/ troubleshooting skills, and a constant desire to never stop building your knowledge of our product. You're excited about this opportunity because you will...
• Be an early part of a collaborative team that prides itself with world-class customer service and technical support for an innovative and industry leading technology platform
• Work directly on a small, high priority team, and learn by working directly with world-class leaders such as DoorDash's Co-Founder
• Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points
• Help build a playbook around how to diagnose and triage emerging issues within a new product
• Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success
• Develop a deep expertise in our product, processes, systems, tools, and how to diagnose and resolve an issue, especially in cases where there is no set guidance/ playbook We're excited about you because...
• You have a Bachelor's degree in a technical field (e.g., information technology, computer science, computer engineering) or equivalent amount of work experience
• You have a deep understanding of computer hardware (including ethernet cabling/ network administration) and software
• You have 4+ years of work experience in a related role in a technical support related role (e.g. IT, networking administration, technical support)
• You have a background working at technical startups or with emerging technology
• You are a natural problem solver, willing to triage problems that often not have a pre-defined solution
• You lead with empathy, and deeply care about the success of small business owners across the United States
• You can speak and write fluent English and have above average technical fluency (typing speed of 40 WPM).
• You have experience in a fast-paced customer facing role and are resilient in an ever-changing environment
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using DoorDash's brand voice and tone
• You are a highly motivated individual that works well in a team environment Bonus Points for...
• Being a past employer's first technical support hire
• Experience troubleshooting on android systems
• Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS
• Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce Apply To this Job