Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
TheEnterprise Support Specialistprovides high-touch support to Restaurant365’s Enterprise and Strategic customers across thefull R365 product suite and integrations This role owns complex cases, supports customersafter hours, and helps manage the Enterprise support queues through proactivework assignments and prioritization
Customer & Case Management
Handle complex Enterprise cases across all R365 product areas and integrations.
Own customer communication from intake through resolution with clear, timely updates.
Troubleshoot configuration, data, and integration issues and provide solutions or workarounds.
Escalate issues to Product, Engineering, or other internal teams with complete documentation.
Maintain accurate, detailed ticket notes and meet SLA and quality expectations.
After-Hours Coverage
Provide scheduledafter-hours support(evenings/weekends/holidays as needed)After onboarding training, the after-hoursschedule will be from 5:00pm to 1:00am CST.
Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed.
Participate in on-call or incident response rotations for critical customer-impacting events.
Queue Management & Collaboration
Monitor Enterprise queues andassign/reassign workbased on skills, urgency, and capacity.
Identify at-risk tickets and bottlenecks and surface them to team leads/managers.
Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations.
Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows.
Required Qualifications
Proven track record as ahigh-performing Support Specialistor similar SaaS support role.
Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.
Demonstrated ability to troubleshoot complex, multi-step and integration-related issues.
Excellent written and verbal communication skills with both technical and non-technical audiences.
Strong time management, prioritization, and documentation discipline.
Comfortable working in ticketing, chat, and phone-based support tools.
Willing and able to workafter-hours shifts, including evenings, weekends, or holidays, as scheduled.
Preferred Qualifications
Experience supportingEnterprise or Strategic customersin a SaaS environment.
Deep experience with restaurant technology (POS, payroll, accounting, HR/ATS, or similar tools).
Prior experience withqueue management, scheduling, or work assignment
Restaurant industry and/or accounting experience.
Bachelor’s degree in Business, Information Systems, Accounting, or a related field (or equivalent experience).
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DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
Restaurant365 is the leading back-of-house accounting, inventory, workforce management, and payroll solution developed specifically for the restaurant industry. R365’s all-in-one restaurant management platform simplifies day-to-day management for leaders at all levels, empowering them to control food costs, optimize labor, and improve guest experiences. Restaurant365’s cloud-based architecture and robust integrations allow it to connect to hundreds of POS providers, vendors, and banks, providing accurate, timely reporting that offers a complete view of the business and where managers can take meaningful action.
We are a remote friendly company headquartered in Irvine, California with an office in Austin, Texas. Our people-first culture is committed to diversity, belonging, and equal opportunities for all. With a robust benefits offering, including lucrative wellness options, it’s important that members of the R365 community are feeling good, doing great work, and living their best lives.
We have the honor of being named a Top Workplace by several publications, including the Orange County Register and the Austin American-Statesman, for four consecutive years. With a record 55 G2 badges awarded in 2024, R365 is looking forward to helping our customers reach new heights as we continue growing and adding value to their businesses.
Trusted by over 40,000 restaurants nationwide, our team has been working to shape the future of the hospitality industry and help restaurants thrive since we launched in 2011. Restaurant365 is backed by Bessemer Venture Partners, ICONIQ, KKR, L Catterton, and Serent Capital.
For more information, please visit restaurant365.com or email sales@restaurant365.com.
