Restaurant Technology Specialist

About Ume Intelligence

Ume Intelligence is a marketing science and growth platform for multi-location restaurant brands. We connect a restaurant’s POS, delivery aggregator, and marketing data into modern infrastructure so operators can understand what drives sales, protect unit margins, and act immediately.

We operate as a lean, high-leverage team with no walls between engineering and operations. We look for people who run toward technology, automation, and structured systems rather than away from them—and who evaluate success by real business impact, operational reliability, and customer trust. If you are eager to learn, technologically curious, and pride yourself on meticulous attention to detail, you will fit right in.

The Role

You will be the person our restaurant customers count on when their mission-critical technology needs to work. You will configure and support point-of-sale (POS) systems (starting with Toast), integrate them with Ume’s analytics platform and third-party partner tools, and troubleshoot operational issues across tickets, video, and phone.

No prior POS background is required: we provide paid, hands-on training to get you proficient across modern restaurant technology, POS architectures, and live restaurant operations.

What You'll Own

• POS Setup & Systems Configuration: Configure POS menus, terminal hardware profiles, payment processing setups, and networking equipment for restaurant locations with zero tolerance for pricing or configuration discrepancies.

• Integrations & Data Verification: Connect restaurant POS and third-party delivery platforms to Ume, actively auditing and validating that transactional data flows cleanly and accurately into our platform.

• End-to-End Issue Resolution: Troubleshoot hardware, software, menu, and network issues across tickets, phone calls, and remote screen-shares. Own each issue end-to-end until it is permanently fixed.

• Clear Stakeholder Communication: Translate technical configurations and troubleshooting steps into plain, accessible language for busy restaurant owners, general managers, and store staff.

• Documentation & Knowledge Base: Author clear diagnostic notes, standard operating procedures (SOPs), and how-to guides so subsequent configurations and fixes are faster.

• Product & Engineering Feedback Loop: Act as the direct voice of the restaurant operator, bringing recurring bugs, platform bottlenecks, and field observations back to our core product and engineering teams.

What You Bring

Background & Core Competencies

• Exceptional Communication: Clear, confident written and spoken English, with the ability to build rapport and de-escalate stressful technical situations with restaurant operators.

• Customer-First Empathy & Composure: High patience, active listening, and calm problem-solving instincts under live operational pressure.

• Meticulous Attention to Detail: Sharp eyes for configuration accuracy—you notice immediately when a modifier, tax rate, or operational setting is off.

• Technical Aptitude & Systems Comfort: Natural comfort with computers, web platforms, and foundational troubleshooting (hardware, software, and local networks).

• Eagerness to Learn: A genuine hunger to dive deep into new software platforms, master modern restaurant tech stacks, and learn fast.

Nice to Have

• Prior exposure to the restaurant, hospitality, retail, or food & beverage industry.

• Prior customer support, IT helpdesk, or technical onboarding experience.

• Familiarity with POS systems (e.g., Toast, Square, Clover) or delivery marketplaces (e.g., DoorDash, Uber Eats, Grubhub).

Training & Career Growth

• Comprehensive Paid Training: Structured, paid, hands-on training in Toast, restaurant networking, menu engineering, and modern hospitality technology stacks.

• Direct Founder & Leadership Exposure: Work closely alongside founders and senior engineers at an early-stage, venture-backed AI company.

• Clear Upward Trajectory: Room to grow into forward-deployed AI engineering, product operations, digital marketing, or technical customer support based on your strengths and interests.

Workspace & Connectivity Requirements

• This is a remote position. A reliable, high-speed broadband internet connection (minimum 100 Mbps with a reliable power/UPS backup) must be available where you live or work.

• Dedicated, quiet workspace suitable for professional video calls and voice support during customer hours.

Working Schedule & Rhythm

• Structure: Full-time, flexible schedule.

• Core Overlap: A consistent daily window of at least 2 to 3 hours overlapping with the founders between 7:00 AM and 11:00 AM US Pacific for daily syncs, real-time unblocking, and candidate coordination, with asynchronous flexibility for the remainder of your day.

How Performance Is Measured

• Resolution Ownership & SLA Adherence (40% Weight): Speed, thoroughness, and customer satisfaction in resolving restaurant support tickets and configuration requests.

• Configuration Accuracy & Data Integrity (30% Weight): Error-free setup of menus, hardware, pricing, and Ume data connections, preventing operational downtime or incorrect data syncs.

• Process Documentation & Efficiency (15% Weight): Contribution to internal playbooks, setup guides, and feedback loops that eliminate repeat issues.

• Communication & Dependability (15% Weight): Clear customer feedback, responsiveness, and consistent collaboration during scheduled customer overlap hours.

What We Offer

• Competitive Full-Time Compensation

• Meaningful Equity Participation: Opportunity to earn stock options and hold real equity upside in a venture-backed, high-growth US company as we scale.

• Paid Time Off & Holidays: Generous paid annual leave and observed holidays.

• High Leverage, Low Bureaucracy: Work with an agile team where your work directly impacts company growth, with minimal meetings and zero political bloat.