Technical Support Specialist - Tier I

We are seeking a Technical Support Specialist - Tier I to join our growing support team and help deliver exceptional service to our restaurant partners. In this role, you’ll serve as a technical expert for Incentivio’s platform, helping customers troubleshoot API integrations, digital ordering, loyalty programs, and software configurations. You’ll work closely with Customer Success, Product, Engineering, and Implementation teams to resolve complex issues, improve processes, and ensure our clients get the most value from their digital guest experience. This is a software-focused support role and does not involve network, hardware, or infrastructure troubleshooting. Experience supporting restaurant technology, digital ordering platforms, loyalty solutions, or related SaaS products is required. Company Overview At Incentivio, we’re helping restaurants build stronger relationships with their guests through digital experiences that drive loyalty, engagement, and growth. Our all-in-one guest engagement platform combines online ordering, loyalty, marketing automation, analytics, and mobile experiences to help restaurant brands increase revenue, improve guest retention, and make smarter decisions with their data. Trusted by restaurant brands across North America, Incentivio empowers operators to create seamless digital guest journeys while simplifying their technology stack. We’re a fast-growing team passionate about innovation, customer success, and helping restaurants thrive in an increasingly digital world. If you’re excited about technology, problem-solving, and making a real impact for restaurant operators, we’d love to hear from you. Key Responsibilities Advanced Technical Troubleshooting Investigate and resolve complex issues related to API integrations, online ordering, loyalty programs, and platform configurations. Analyze system behavior, identify root causes, and provide effective solutions for customers. Escalation Management Serve as a primary escalation resour