Software Support Engineer

Popmenu; Scotland; On-site; GBP 40,000 - 60,000; Full time

Job summary

Popmenu, a leading SaaS company in the restaurant sector, is looking for a Support Software Engineer to enhance technology solutions and provide excellent technical support. The ideal candidate will work closely with engineering and customer experience teams, contributing to the success of our clients and the company. This role offers a flexible work environment and opportunities for personal and professional growth.

Benefits

Flexible work environment

Company equity options

Comprehensive medical, dental, vision benefits

Wagmo Wellness Plan

Qualifications

• Experience with Ruby on Rails and React (or similar frameworks).
• Ability to analyze code and trace data flow.
• Experience managing stakeholder expectations.

Responsibilities

• Enhancing software and internal tools.
• Supporting engineering partners and troubleshooting.
• Diagnosing platform issues and ensuring performance.

Skills

Debugging

Troubleshooting

Customer Service

Communication

Collaboration

Automated Testing

Education

Degree in Computer Science or equivalent experience

Tools

RSpec

Job description

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Popmenu is seeking a Support Software Engineer to help maintain and enhance our innovative technology solutions, serving thousands of restaurants and their guests. As we continue to scale, this role will be instrumental in supporting our engineering efforts, improving our technical support capabilities, and ensuring our customers receive the best possible experience.

Our ideal candidate has experience with Ruby on Rails and React (or similar frameworks and languages) and has contributed to at least one professional codebase with multiple contributors. Strong communication skills are essential, as this role collaborates closely with both Engineering and Customer Experience teams to bridge the gap between technology and customer needs.

Popmenu is a true partner for restaurants—we are here to ensure our clients continue to be familiar with the technology tools that will keep them successful long into the future.

What You will be Responsible for:

• Enhancing Software – Identify opportunities to build internal tools that improve customer support and optimize workflows. For example, if multiple clients request a new report, you’ll have the initiative and skills to build it.
• Supporting Engineering Partners – Serve as a key liaison between Engineering and other departments. You’ll handle requests, troubleshoot issues, and contribute to solutions that benefit the entire company.
• Professional Growth – Work alongside and learn from senior engineers through collaboration and mentorship, preparing you for career advancement within Popmenu.
• Technical Support & Bug Fixes – Assist in diagnosing and resolving platform issues, ensuring smooth and efficient performance for our customers.

Bottom Line – You will provide our customers with enhanced technical support and create tooling that enables our Support and Customer Success business partners to provide that enhanced support themselves. You will also be free to fix bugs in the platform. You will be supported by our engineering staff and management to prepare you for advancement within our organization.

Requirements

What You Bring to the Table:

• A degree in Computer Science or equivalent professional software development experience.
• Strong debugging and troubleshooting skills, with the ability to analyze code and trace data flow to identify and resolve issues.
• Customer service experience, with the ability to engage in professional video or phone calls with customers when needed.
• Excellent communication and collaboration skills, with experience managing stakeholder expectations across teams.
• Experience writing automated tests using RSpec or similar testing frameworks.
• Familiarity with databases and the ability to retrieve necessary data via a Rails Console (without requiring deep DBA expertise).

Popmenu is a fast-growing, venture-backed SaaS company in the restaurant/hospitality sector with more than 10,000 restaurant clients. We are dedicated to revolutionizing the industry in a way that benefits both the restaurant owner and their customers. We started with our now-patented, dynamic menu technology that unleashes the power of a restaurant’s greatest marketing tool: the menu. Since then, we have been endlessly innovating to continue tackling existing and emerging industry needs. We hire exceptionally bright, motivated people who are passionate about helping great restaurants reach their full potential. We offer a flexible work environment, a pioneering concept, a product our clients love, and talented teammates. This is a chance to make great things happen and be a difference maker. We’re excited to meet you!

What We’re Serving:

• Genuine Core Values: We asked our employees what’s most important to them in the workplace and carefully sculpted our 4 core values to truly represent our company culture. On a quarterly basis, peers recognize each other for exemplifying our values with what we call “Super Booms”.
• Giving Back: In addition to our larger partners such as the Giving Kitchen, our culture champions (aka “Super Boom” winners) pick a cause they are passionate about, and we make a donation in their name.
• Visible Growth and Development: There is no way to avoid personal growth in a start-up! We keep innovating and improving and our team members keep growing as well.
• Company Ownership: When we say, “Act Like an Owner”, we put our money where our mouth is! Every single team member receives meaningful company equity options because we recognize that every role is important for our success.
• Benefits for the Whole Family: Along with the typical medical, dental, vision, 401K benefits, we’ve got your furry family members covered with our Wagmo Wellness Plan.