Technology Operations Analyst

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Conduct thorough investigations of intricate technology and integration challenges using structured root-cause analysis.

• Propose solution recommendations, identify areas for process improvement, explore innovative opportunities, and assess learning requirements.

• Engage with customers, stakeholders, engineering teams, and leadership to optimize supported technology and capabilities.

• Establish partnerships with vendors and ensure they fulfill contractual, operational, and service-level obligations.

• Influence future developments and enhancements; identify deficiencies and suggest process refinements or new tools.

• Manage Requests, Projects, Incidents/Cases, and Problems through defined ITIL/SDLC methodologies.

• Conduct both basic and advanced triage on reported defects, validate issues, identify configuration mistakes, and analyze logs.

• Develop and implement processes to ensure hardware, software, and integrations are prepared for QA/UAT.

• Create, write, debug, and modify scripts in PowerShell, Python, and other programming languages.

• Provide L2/L3 support for restaurant technology, encompassing networking, POS, BOS, system integrations, drive-thru, audio/visual, and payment systems.

• Source methodologies, platforms, and scripts to bring support closer to end users.

• Proactively anticipate potential issues prior to comprehensive software or hardware launches.

⛳️ Requirements

• A minimum of 3 years of relevant IT experience, including system configuration and implementation.

• At least 3 years of experience supporting technology in restaurant, retail, or other high-transaction environments is preferred, including familiarity with POS, digital ordering, payments, or similar platforms.

• Over 3 years of experience in supporting technology across geographically distributed locations.

• Proven experience in troubleshooting complex technology issues within integrated systems, identifying root causes, and guiding issues to resolution.

• Strong understanding of system integrations, middleware, APIs, and data flows, particularly in relation to the movement of information between upstream applications, integration layers, and point-of-sale (POS) systems.

• Proficient knowledge of at least one additional operating system, such as iOS, Android, Linux, etc.

• Ability to read and interpret application and integration logs, pinpoint errors or failure points, and translate technical insights into actionable next steps.

• Familiarity with API-based integrations and common integration concepts, including data mapping, system dependencies, error handling, and service connectivity.

• Capacity to perform root-cause analysis (RCA) utilizing structured problem-solving techniques such as the 5 Whys.

• Demonstrated ability to triage incidents independently, identify the appropriate technical owner, and engage engineering, payments, digital, infrastructure, or third-party teams as needed.

• Strong technical communication skills, with the ability to document issues, present findings, and convert operational symptoms into clear technical requirements or defects for engineering teams.

• Ability to operate effectively within a multi-brand, enterprise technology environment.

• Experience utilizing automation, AI, or scripting tools to enhance troubleshooting and log analysis is highly preferred.

• A 4-year degree is strongly preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and growth.

• Flexible work hours and remote work options.

• Employee discounts on products and services.