Manager, Level 3 Technical Support

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description

PAR is seeking a hands-on, technically proficient Manager of Level 3 Support to lead our team of senior specialists supporting the Punchh platform. This role is critical in driving resolution of our most complex customer issues, scaling operational excellence, and ensuring high-quality service delivery across POS integrations, APIs, and loyalty solutions.

You’ll manage a high-performing team of L3 engineers, act as a liaison with Engineering and Product for defect resolution, and guide support processes to improve customer satisfaction and platform reliability. Ideal candidates bring deep technical knowledge, strong leadership, and a customer-first mindset to proactively shape the support experience.

Position Location:

Remote Canada

Reports To

VP of Operations and Services

What We’re Looking For

Qualifications & Skills:

• 6+ years in technical support roles, including 2+ years in a leadership capacity.
• Proven track record managing senior technical teams in SaaS, POS, or MarTech environments.
• Experience navigating cross-functional work across Product, Engineering, and Support organizations.
• Strong expertise in troubleshooting RESTful APIs, middleware, and cloud-based services (AWS, Lambda, DynamoDB, etc.).
• Familiarity with debugging tools and practices: Postman, Swagger, logs, source code analysis (Ruby on Rails, GoLang).
• Deep understanding of POS systems (PAR POS, NCR Aloha, Micros) and hospitality/restaurant tech environments.
• Knowledge of CI/CD, API authentication (OAuth 2.0), security protocols (JWT, PCI DSS), and monitoring tools (Datadog, New Relic, CloudWatch).
  
  

Additional Skills

• Excellent analytical, organizational, and communication skills.
• Strong problem-solving acumen and a bias for action in high-pressure scenarios.
• Passion for customer experience and technical excellence.
• Previous experience in customer-facing roles within fast-paced, high-growth SaaS environments.
• Experience supporting or working with loyalty platforms or marketing technology stacks.
  
  

Unleash your potential: What you will be doing and owning:

Leadership & People Management

• Lead and mentor a team of Level 3 Support Specialists, providing coaching, technical guidance, and career development.
• Manage daily operations of L3 support, including workload distribution, case prioritization, and SLA adherence.
• Cultivate a high-performing culture with accountability, continuous improvement, and strong cross-functional collaboration.
  
  

Technical Escalations & Issue Management

• Serve as the highest internal escalation point for technical issues requiring deep investigation.
• Oversee root cause analysis and resolution for high-impact incidents across POS integrations, middleware, APIs, and platform bugs.
• Drive resolution strategies and coordinate with Engineering on fixes, workarounds, and deployments.
  
  

Cross-Functional Collaboration

• Act as a key partner to Product, Engineering, and Customer Success in identifying systemic issues and influencing product roadmap decisions.
• Represent Support in platform readiness initiatives, customer escalations, and strategic go-live events.
  
  

Operational Excellence

• Define and refine L3 support processes, playbooks, and documentation to ensure consistent, scalable support.
• Establish KPIs for L3 performance (e.g., MTTR, backlog, defect recurrence) and use data to guide improvement.
• Own and evolve the POS Integration Issue Management System, ensuring accurate tracking, routing, and closure of integration-related issues.
  
  

Technical Enablement & Platform Expertise

• Maintain deep technical understanding of Punchh architecture, integrations, and partner ecosystems.
• Lead readiness efforts for new product launches, integrations, or platform changes.
• Provide technical leadership to internal teams on best practices, integration validation, and troubleshooting methodologies.
  
  

Interview Process

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the Team (via MS Teams)
  
  

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [email protected]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.