Technical Support Specialist - US

sunday; Atlanta (GA); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Stock Options

A great office with a balance of in‑p

Free Vacation Policy

100% Employer-Covered Health Insurance

401K Plan

Job summary

sunday is hiring a Technical Support Specialist in Atlanta to ensure reliability of our product and IT support operations. You will bridge Level 1 and Level 3 engineering, provide advanced technical support, and improve support processes.

Join a startup vibe with a mix of in-person and remote work, stock options, health insurance, and a strong emphasis on documentation and collaboration across teams.

Qualifications

• 3 to 5 years of experience in a technical support, product support, or IT operations role.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
• Strong problem-solving and analytical skills, with a proven customer- and service-oriented mindset.
• Excellent communication and collaboration skills, with experience working cross-functionally between support, product, and engineering teams.
• Experience creating or maintaining internal documentation and knowledge bases.
• Experience working in a startup or scale-up environment is preferred.

Responsibilities

• Provide advanced technical support to Operations teams, assisting with product-related issues that require deeper analysis or troubleshooting.
• Participate in IT and Product Support Operations, helping manage day-to-day operational requests and ensuring effective ticket coverage and resolution.
• Investigate and document recurring issues, escalating bugs or systemic problems to Product and Engineering teams as needed.
• Collaborate closely with Engineers to ensure the prompt resolution of technical issues.
• Maintain clear communication across teams during major product issues, ensuring stakeholders are updated on progress and resolution.
• Develop and maintain a robust internal knowledge base to support consistent, efficient troubleshooting across all support levels.
• Train and mentor operational team members, equipping them with product knowledge and best practices for handling technical issues.
• Track, analyze, and report on common support themes and performance metrics to identify opportunities for proactive improvements.

Skills

Technical support

Cross-functional collaboration

Analytical thinking

Documentation

Customer focus

Education

Bachelor's degree in Computer Science or related

Job description

About Us

sunday is building the fastest, simplest way to pay in restaurants. With a quick scan of a QR code, diners can pay, tip, and leave in about 10 seconds. We believe great products should feel obvious, not complicated, and we focus relentlessly on keeping things simple while earning trust from restaurants and guests at every interaction. Today, sunday powers payments in thousands of restaurants across the US, UK, and France, helping operators turn tables faster, increase tips, and unlock valuable insights. We push ourselves to go beyond what's expected, building with ownership, moving fast, and scaling with ambition as we tackle our biggest growth opportunity in the US.

About the Role

As a Technical Support Specialist, you will play a key role in ensuring the reliability and smooth operation of our product and IT support operations. This role is ideal for a technically skilled professional who thrives in a collaborative, service-oriented, startup environment.

You’ll act as the bridge between our Level 1 support team and Engineering teams (level 3), providing technical expertise, driving issue resolution, participating in IT operations, and ensuring continuous improvement in our support processes.

Key Responsibilities

• Provide advanced technical support to Operations teams, assisting with product-related issues that require deeper analysis or troubleshooting.

• Participate in IT and Product Support Operations, helping manage day-to-day operational requests and ensuring effective ticket coverage and resolution.

• Investigate and document recurring issues, escalating bugs or systemic problems to Product and Engineering teams as needed.

• Collaborate closely with Engineers to ensure the prompt resolution of technical issues.

• Maintain clear communication across teams during major product issues, ensuring stakeholders are updated on progress and resolution.

• Develop and maintain a robust internal knowledge base to support consistent, efficient troubleshooting across all support levels.

• Train and mentor operational team members, equipping them with product knowledge and best practices for handling technical issues.

• Track, analyze, and report on common support themes and performance metrics to identify opportunities for proactive improvements.

About You

• 3 to 5 years of experience in a technical support, product support, or IT operations role.

• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
  

• Strong problem-solving and analytical skills, with a proven customer- and service-oriented mindset.

• Excellent communication and collaboration skills, with experience working cross-functionally between support, product, and engineering teams.

• Experience creating or maintaining internal documentation and knowledge bases.
  

• Experience working in a startup or scale-up environment is preferred.

Compensation, Perks & Benefits

• $70k-$80k

• Stock Options

• A great office with a balance of in-person and remote work

• Free Vacation Policy

• 100% Employer-Covered Health Insurance

• 401K Plan

Interview Process

• Share your story: Application with resume

• Let's get to know each other through a phone screen interview

• Meet with the hiring manager

• Impress your future colleagues with a case study

• Meet with a Leader

• Reference Checks (3 most recent managers)

• Offer: we want you

Thank you for taking the time to apply, and looking forward to getting to know you!

sunday is an equal opportunity employer and does not discriminate and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification).