Mad Mobile
Mad Mobile is a pioneering force in shaping the future of retail and restaurant experiences. As the market continues to evolve at a rapid pace, we remain at the forefront of innovation, empowering customers to seamlessly engage and transact with brands across various touchpoints. With our platform already supporting major brands, we are dedicated to driving in-store productivity, enhancing customer experiences, and maximizing transactional value.
Join Our Team as an L2 Technical Support Specialist at Mad Mobile!
Are you ready to make a significant impact in the world of retail and restaurant technology? As an L2 Technical Support Specialist at Mad Mobile, based in the vibrant city of Tampa, FL, you will be at the forefront of our cutting-edge solutions, specifically focusing on Point of Sale (POS) systems that drive success for our clients.
In this dynamic on-site role, you will take charge of our technical support operations, crafting and implementing strategies that ensure swift and effective issue resolution. Your expertise will be essential in delivering outstanding service to our restaurant partners, helping them thrive in a fast-paced environment. Your exceptional communication skills will shine as you collaborate with both internal teams and external stakeholders, fostering strong relationships and ensuring that our clients receive the highest level of support.
If you're passionate about technology and dedicated to enhancing the customer experience, we want you on our team!
Please Note:
Position is open exclusively to U.S. Citizens and Green Card holders only
Responsibilities:
Serve as the primary escalation point for technology issues that Customer Level 1 and/or Customer Level 2 Support staff are unable to resolve. Conduct advanced troubleshooting of supported services, including networking, configuration, third-party applications, and POS software. Provide training and guidance to Customer Level 1 and/or Customer Level 2 Support Technicians, assisting them in resolving complex technical issues. Collaborate with internal Customer Success, Engagement and Development teams to address issues, monitor performance and ensure adherence to required standards. Document support-related processes and procedures (SOP) as directed, ensuring accurate and up-to-date documentation. Maintain Service Level Agreements (SLAs), Initial Response and Resolution, while accurately documenting and classifying client requests and incidents, ensuring detailed records are maintained. Provide courteous and professional communication with clients and internal departments, effectively conveying technical information. Uphold Mad Mobile support standards throughout each client and internal department interaction. Perform project-related tasks as assigned. Top Qualifications:
Bachelor's Degree in a technology field (Computer Science, Information Systems, or Information Technology) or applicable experience. 3-5 years of experience in a similar technical role or capacity. Must have supported Enterprise/Global customers. Familiarity with internal tools such as Confluence, JIRA, Service Desk, and MDM. Experience with log reviews and data monitoring (ex. Kibana, xTrace, Elastic Search, AWS CloudWatch) to troubleshoot API and integration issues across multiple environments (UAT, SIT, Production). Knowledge of common authentication protocols (Azure, Auth0, OAuth, Active Directory). Familiarity with Enterprise systems such as Relate, Salesforce Commerce Cloud, IBM Sterling. Experience with SLA (Service Level Agreements) Ability to work on an "on call" basis (24/7) every two weeks (2 weeks on / 2 weeks off) Other Qualifications:
Strong communication, collaboration, and documentation skills. Ability to perform multiple tasks simultaneously, handle interruptions, and meet deadlines. Initiative, integrity, and inventiveness in task performance. Ability to adapt to and learn new concepts and technologies independently. Familiarity with Retail, Restaurant, or Grocery POS systems (a plus) Technical experience, or related coursework, with iOS, Android, and Agile methodologies. Our Core Values
At Mad Mobile, we uphold these core values:
Customer: We believe in providing the best service to our customers every day. Accountability: We take ownership and proactively make things happen. Teamwork: We collaborate as a team to achieve success and have fun along the way. Innovation: We inspire and ignite the future through continuous innovation. Integrity: We uphold honesty, ethics, and trustworthiness in all that we do. Why Mad Mobile
Mad Mobile is recognized as the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We are committed to fostering a diverse and inclusive culture while promoting a healthy work-life balance.
Benefits
Comprehensive medical, dental, and vision insurance with premiums covered by Mad Mobile. $1000 HSA contribution provided from day one (prorated based on start date). 401(k) plan with a matching contribution of up to 6% (fully vested from day one). Market-leading benefits package and a commitment to employee well-being.
EEOC Statement
Mad Mobile is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any other protected category prohibited by law.
Mad Mobile does not accept unsolicited resumes from headhunters or recruitment agencies. Fees will not be paid for unsolicited resumes.
*Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes. Mad Mobile will not pay fees to any third-party agency or company that does not have a signed agreement with Mad Mobile.
Join Our Team as an L2 Technical Support Specialist at Mad Mobile!
Are you ready to make a significant impact in the world of retail and restaurant technology? As an L2 Technical Support Specialist at Mad Mobile, based in the vibrant city of Tampa, FL, you will be at the forefront of our cutting-edge solutions, specifically focusing on Point of Sale (POS) systems that drive success for our clients.
In this dynamic on-site role, you will take charge of our technical support operations, crafting and implementing strategies that ensure swift and effective issue resolution. Your expertise will be essential in delivering outstanding service to our restaurant partners, helping them thrive in a fast-paced environment. Your exceptional communication skills will shine as you collaborate with both internal teams and external stakeholders, fostering strong relationships and ensuring that our clients receive the highest level of support.
If you're passionate about technology and dedicated to enhancing the customer experience, we want you on our team!
Please Note:
Position is open exclusively to U.S. Citizens and Green Card holders only
Responsibilities:
Serve as the primary escalation point for technology issues that Customer Level 1 and/or Customer Level 2 Support staff are unable to resolve. Conduct advanced troubleshooting of supported services, including networking, configuration, third-party applications, and POS software. Provide training and guidance to Customer Level 1 and/or Customer Level 2 Support Technicians, assisting them in resolving complex technical issues. Collaborate with internal Customer Success, Engagement and Development teams to address issues, monitor performance and ensure adherence to required standards. Document support-related processes and procedures (SOP) as directed, ensuring accurate and up-to-date documentation. Maintain Service Level Agreements (SLAs), Initial Response and Resolution, while accurately documenting and classifying client requests and incidents, ensuring detailed records are maintained. Provide courteous and professional communication with clients and internal departments, effectively conveying technical information. Uphold Mad Mobile support standards throughout each client and internal department interaction. Perform project-related tasks as assigned. Top Qualifications:
Bachelor's Degree in a technology field (Computer Science, Information Systems, or Information Technology) or applicable experience. 3-5 years of experience in a similar technical role or capacity. Must have supported Enterprise/Global customers. Familiarity with internal tools such as Confluence, JIRA, Service Desk, and MDM. Experience with log reviews and data monitoring (ex. Kibana, xTrace, Elastic Search, AWS CloudWatch) to troubleshoot API and integration issues across multiple environments (UAT, SIT, Production). Knowledge of common authentication protocols (Azure, Auth0, OAuth, Active Directory). Familiarity with Enterprise systems such as Relate, Salesforce Commerce Cloud, IBM Sterling. Experience with SLA (Service Level Agreements) Ability to work on an "on call" basis (24/7) every two weeks (2 weeks on / 2 weeks off) Other Qualifications:
Strong communication, collaboration, and documentation skills. Ability to perform multiple tasks simultaneously, handle interruptions, and meet deadlines. Initiative, integrity, and inventiveness in task performance. Ability to adapt to and learn new concepts and technologies independently. Familiarity with Retail, Restaurant, or Grocery POS systems (a plus) Technical experience, or related coursework, with iOS, Android, and Agile methodologies. Our Core Values
At Mad Mobile, we uphold these core values:
Customer: We believe in providing the best service to our customers every day. Accountability: We take ownership and proactively make things happen. Teamwork: We collaborate as a team to achieve success and have fun along the way. Innovation: We inspire and ignite the future through continuous innovation. Integrity: We uphold honesty, ethics, and trustworthiness in all that we do. Why Mad Mobile
Mad Mobile is recognized as the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We are committed to fostering a diverse and inclusive culture while promoting a healthy work-life balance.
Benefits
Comprehensive medical, dental, and vision insurance with premiums covered by Mad Mobile. $1000 HSA contribution provided from day one (prorated based on start date). 401(k) plan with a matching contribution of up to 6% (fully vested from day one). Market-leading benefits package and a commitment to employee well-being.
EEOC Statement
Mad Mobile is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any other protected category prohibited by law.
Mad Mobile does not accept unsolicited resumes from headhunters or recruitment agencies. Fees will not be paid for unsolicited resumes.
*Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes. Mad Mobile will not pay fees to any third-party agency or company that does not have a signed agreement with Mad Mobile.