Remote Merchant Ops Specialist: AI-Driven Troubleshooter

Thanx; Connecticut; Remote; USD 30.000 - 34.000; Vollzeit

Zusammenfassung

Thanx, a leading loyalty and guest engagement platform for regional and national restaurants, seeks a Merchant Operations Engineer to own the technical configuration of merchant setups, integrations, and ongoing monitoring after launch. You’ll collaborate across Support, Customer Success, Implementation, Product, and Engineering to deliver reliable, scalable solutions.

You’ll also help investigate issues, build automations, and communicate clearly with merchants and teammates, embracing

Qualifikationen

• Experience in a technical support, operations, implementation, or similar role where you diagnosed problems across multiple systems.
• A track record of finding root causes, not just closing tickets.
• SQL is a big plus, and we’ll teach what you need if you have the aptitude.
• Experience using AI tools such as Claude or ChatGPT to speed up analysis, troubleshooting, or workflows.
• Clear written communication with both technical and non-technical audiences.
• A habit of automating repetitive work when you see it.
• Comfort in a lean, fast-moving environment where priorities shift.
• Experience with restaurant technology, POS systems, payments, or APIs is a plus.

Aufgaben

• Configure merchant setups, including loyalty, rewards, app, and online ordering for new and existing merchants.
• Connect merchants to their POS, ordering, and delivery partners; manage credentials and collaborate with partner teams.
• Investigate escalations from Support and Customer Success and provide clear bug reports with evidence.
• Monitor location health, detect quiet locations or failed integrations, and preempt issues.
• Manage card network enrollment and troubleshoot transaction flow.
• Build and improve automations by turning manual work into monitors and workflows.
• Communicate updates to merchants and teammates that are actionable without follow-up questions.

Kenntnisse

Technical troubleshooting

Root-cause analysis

SQL

AI tools

Communication

Automation

Lean / fast-moving

Restaurant tech experience

Tools

Claude

ChatGPT

Jobbeschreibung

Thanx, a leading loyalty and guest engagement platform for regional and national restaurants, seeks a Merchant Operations Engineer to own the technical configuration of merchant setups, integrations, and ongoing monitoring after launch. You’ll collaborate across Support, Customer Success, Implementation, Product, and Engineering to deliver reliable, scalable solutions.

You’ll also help investigate issues, build automations, and communicate clearly with merchants and teammates, embracing