Technical Support Engineer

Casa Pisano; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

DoorDash is seeking a Technical Support Engineer focused on POS integrations to manage and resolve complex cases across restaurants and POS partners. You will work with Product and Engineering, support POS go-lives and onboarding, and contribute to knowledge bases and runbooks.

You will troubleshoot integration issues using logs, APIs, and tools, while documenting investigations and helping to improve automation and internal workflows.

Qualifications

• 3+ years in technical support, integration support, or SaaS roles with B2B experience.
• Hands‑on POS integration experience in production—checks, tickets, locations, tables, API auth, webhooks, polling.

Responsibilities

• Manage complex T2/T3 POS integration support cases daily and document interactions from investigation through resolution.
• Own POS integration issues— credential failures, check linking problems, missing spend, webhook/polling gaps, payload errors, and go-live cutover.
• Partner with Product, Engineering, Sales, Customer Success, and Implementation to resolve integration issues and feed feedback into roadmaps.
• Perform QA and diagnosis of application/configuration/partner environment issues using logs, API payloads, and reproduction tools.
• Credential and onboard POS partners per SOP—API access, scope, secure delivery, and developer documentation.
• Build automation and AI usage to improve tooling, workflows, and runbooks; use AI-assisted triage where time savings do not hurt accuracy.
• Provide excellent customer/partner experiences and mentor junior engineers on POS integration patterns.
• Help convert customer/integrator feedback into product roadmaps.

Skills

POS integration

APIs (REST, webhooks)

JSON

Python

Troubleshooting

Jira & Zendesk

Tools

Zendesk

Jira

Job description

About The Team

The In-Store Technology organization at DoorDash is committed to building products that help restaurants create exceptional experiences every day. We are a growing team of engineers and builders on a mission to transform hospitality operations. Within Integrations, we connect our in-store platform to point-of-sale systems so restaurants see accurate check data, spend, and service status alongside guest and reservation information.

About The Team

The In-Store Technology organization at DoorDash is committed to building products that help restaurants create exceptional experiences every day. We are a growing team of engineers and builders on a mission to transform hospitality operations. Within Integrations, we connect our in-store platform to point-of-sale systems so restaurants see accurate check data, spend, and service status alongside guest and reservation information.

About The Role

We're hiring a Technical Support Engineer focused on POS integrations. You'll manage and resolve complex integration support cases by leveraging technology, logs, and APIs to diagnose failures and maximise reliability for restaurants and POS partners. You'll work closely with our Product and Engineering team, support POS go-lives and partner onboarding, and become a subject-matter expert who contributes to our technical knowledge base, runbooks, and support automation. This role offers the opportunity to work with cutting-edge hospitality technology while directly impacting client success, supporting POS connectivity for venues and POS vendors on our platform.

You’ll support POS connectivity at the integration layer (middleware, APIs, and partner-built connectors), not cashier workflows or physical point-of-sale equipment.

You’re Excited About This Opportunity Because You Will…

• Manage complex T2/T3 POS integration support cases on a daily basis and document customer and partner interactions from investigation through resolution. This role combines client-facing support with high caliber troubleshooting and expertise to debug and resolve issues.
• Own POS integration issues— credential failures, check linking problems, missing spend, webhook and polling gaps, partner payload errors, and go-live cutover—across restaurants and POS integration partners.
• Partner with internal teams including Product, Engineering, Sales, Customer Success, and Implementation to resolve integration issues and provide feedback that informs the product roadmap.
• Perform detailed QA and diagnosis of application, configuration, and partner environment issues using logs, API payloads, and reproduction tools.
• Credential and onboard POS partners per SOP—API access, scope, secure delivery, and developer documentation.
• Build leverage with automation and AI—improve internal tooling, workflows, and runbooks; use AI‑assisted triage and documentation where it saves time without sacrificing accuracy.
• Provide extraordinary customer and partner experiences with tenacity to drive issues to resolution, and author training and knowledge-base content while mentoring less senior TSEs on POS integration patterns.
• Help us pave the way for better products and features through helping to convert customer and integrator feedback into product roadmaps

We’re Excited About You Because…

• You have 3+ years of experience in a technical support, integration support, or solutions role with B2B and/or SaaS experience, and hands‑on POS integration experience in production—checks/tickets, locations and tables, API auth, webhooks, and polling.
• You have depth in at least two POS ecosystems or middleware platforms (e.g. Square, Toast, Lightspeed, Simphony/Micros, Omnivore, Agilysys, or connector vendors) and have debugged check-to-guest or check-to-reservation linking (table and time alignment).
• You have knowledge and experience with APIs (required)—REST, webhooks, auth, JSON payloads—and strong ability to inspect and diagnose issues in web applications and data-intensive integration flows.
• You have experience with JSON, Python, and HTTP debugging, including the ability to reproduce issues with curl/Postman and follow backend integration code for escalations.
• You have experience using Zendesk and Jira (Salesforce a plus) with a commitment to providing extraordinary customer and partner experiences.
• You have a track record of automation or workflow improvement and pragmatic use of AI in support work—with strong verification instincts before anything customer-facing.
• You are hungry to learn our POS integration surface quickly, document what you learn, and operate independently at senior depth on ambiguous, multi-system failures.
• You have strong analytical and problem-solving ability, excellent organisational skills, verbal and written communication, and experience authoring training documentation—with security discipline on credentials and