Technical Support Analyst

Presto Phoenix, Inc.; Town of Texas (WI); On-site; USD 71,635,000 - 91,693,000; Full time

Benefits offered by this job

Equity

Medical, dental, vision insurance

401(k)

Job summary

Presto Phoenix, Inc. is seeking a Technical Support Analyst to deliver exceptional support for our Voice AI platform across multiple U.S. locations.

You will investigate issues, analyze logs, diagnose root causes, and drive timely resolutions, ensuring customer satisfaction and system reliability in fast-paced environments. The role requires collaboration with Product, Engineering, and Operations, with on-call duties outside standard hours and a focus on continuous improvement using AI tools to

Qualifications

• 2+ years of technical support or help desk experience.
• Comfort using AI tools (ChatGPT, Claude, copilots) to accelerate work.
• 1+ years in a call center or customer support environment.
• Ability to type at least 50 words per minute.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as primary contact for customers via phone, email, text, and ticketing systems.
• Investigate technical issues, analyze logs, diagnose root causes, drive resolutions.
• Collaborate with Engineering, Product, and Ops to improve product quality.

Skills

Technical support

AI tooling

50 WPM

Customer empathy

Multi-tasking

Independent worker

On-call readiness

Education

Associate's or Bachelor's degree in IT/CS

Tools

JIRA

Zendesk

Job description

Presto is the leading Voice AI company for restaurant drive-thrus, operating at scale in complex, noisy, customer-facing environments. As the AI partner to more than a dozen of the most iconic American restaurant brands, Presto is building one of the most impactful real-world applications of AI that directly impacts revenue, labor efficiency, and a magical guest experience for millions of people.

AI is not a feature at Presto; it is the foundation of how we build, evaluate, and evolve our products. We operate at lightning-speed iteration cycles and are solving some of the hardest problems in Voice AI. We are backed by Remus Capital, were a Y Combinator company, and are headquartered in Silicon Valley.

This may not be the right fit for you if you are looking for a traditional 9-to-5 environment. We move at the pace of AI. Change is constant, and roadmaps evolve quickly. Presto is for builders, experimenters, and problem-solvers who thrive in ambiguity, learn continuously, and are excited to shape the future of real-world AI alongside a high-performance team.

The Role

We are looking for a Technical Support Analyst located in the Bay Area, or Dallas, TX, or Atlanta, GA or Chicago, IL to deliver exceptional technical support to our restaurant customers while helping ensure the reliability and performance of Presto's Voice AI platform.

As a Technical Support Analyst, you will serve as a critical link between our customers and our Product and Engineering teams. You will investigate technical issues, analyze system logs and monitoring data, diagnose root causes, and help drive timely resolutions that minimize customer impact. Every issue you solve contributes directly to improving customer satisfaction, strengthening our products, and helping our AI systems perform reliably in thousands of real-world restaurant environments.

Success in this role requires strong analytical thinking, technical troubleshooting skills, outstanding communication, and the ability to manage multiple priorities in a fast-paced, AI-native environment. You should enjoy solving complex technical problems, working directly with customers, and collaborating cross-functionally to continuously improve both the customer experience and our products.

This position requires flexibility to support customers outside of standard business hours, including participation in an on-call rotation that includes evenings, weekends, and holidays.

What You'll Do

Customer Technical Support

• Serve as a primary point of contact for customers by providing timely support via phone, email, text, and ticketing systems.
• Deliver exceptional customer service while building trusted relationships with restaurant operators and corporate partners.
• Participate in customer meetings and cross-functional check-ins to ensure customer success and satisfaction.

Technical Troubleshooting & Incident Management

• Investigate reported software, hardware, networking, and Voice AI issues using system monitoring tools, log analysis, diagnostics, and internal support tools.
• Reproduce customer issues, identify root causes, and develop effective resolutions.
• Perform initial issue triage and ensure incidents are categorized, prioritized, and routed appropriately within established SLAs.
• Escalate complex issues to Engineering or other internal teams when necessary while maintaining ownership through resolution.

AI-Assisted Workflow & Process Improvement

• Leverage AI tools (such as ChatGPT, Claude, copilots, and internal tooling) to accelerate troubleshooting, research, documentation, and customer communication.
• Identify opportunities to automate repetitive support processes and improve operational efficiency.
• Continuously seek ways to improve support workflows and reduce resolution times.

Documentation & Knowledge Management

• Create detailed case documentation, including troubleshooting steps, diagnostic findings, and customer communications.
• Develop and maintain internal knowledge base articles and troubleshooting guides.
• Ensure ticket information remains accurate and up to date throughout the support lifecycle.

Cross-Functional Collaboration

• Partner closely with Engineering, Product, Customer Success, and Operations teams to resolve customer issues and improve product quality.
• Communicate customer feedback, recurring issues, and product improvement opportunities to internal stakeholders.
• Help identify trends across customer incidents and recommend preventative solutions.

What We're Looking For

• Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent work experience.
• 2+ years of technical support or help desk experience.
• Comfort using AI tools (ChatGPT, Claude, copilots, or similar) to accelerate work and solve problems; a genuine interest in integrating AI into daily workflows.
• 1+ years of experience in a call center or customer support environment.
• Ability to type at least 50 words per minute.
• Strong analytical and problem-solving skills with the ability to diagnose technical issues using a logical and systematic approach.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities while maintaining a high level of customer service.
• Strong organizational skills and attention to detail.
• Ability to work independently while collaborating effectively across cross-functional teams.
• Comfortable working in a fast-paced startup environment with changing priorities.
• Customer-focused mindset with a positive, service-oriented attitude.
• Willingness to participate in weekend, holiday, and on-call support rotations.

Nice to Have

• Experience supporting SaaS platforms or cloud-based applications.
• Experience using JIRA, Zendesk or similar ticketing platforms.
• Experience reading application logs and performing network diagnostics.
• Experience working in Voice AI, conversational AI, or restaurant technology.
• Previous startup or high-growth company experience.
• Bilingual in English and Spanish is strongly preferred.

Why Presto

We move at the speed of AI. Change is constant, and iteration is rapid. This is not a traditional environment. Success requires adaptability, curiosity, and a willingness to solve problems in real time.

You will play a key role in supporting the Voice AI platform that powers millions of drive-thru conversations each year. Your work will directly impact customer satisfaction, system reliability, and the continued evolution of one of the most advanced real-world Voice AI platforms in the restaurant industry.

This role offers ownership, cross-functional collaboration, and the opportunity to help shape the future of AI-powered restaurant operations while working alongside a team building technology at the forefront of conversational AI.

Compensation and Benefits

The U.S. base salary range for this position is approximately $25.00-32.00 per hour, plus equity and benefits. Compensation is determined by role, level, location, and individual experience.

Benefits for U.S.-based employees include medical, dental, and vision insurance, a 401(k) program, and paid time off (PTO).

Our Commitment

We value people from all walks of life and are committed to building an inclusive and equitable work environment. We strongly encourage candidates from historically underrepresented backgrounds to apply.

Presto is an equal opportunity employer. If you need an accommodation to access the application or interview process, please contact [e-mail].