Technical Support Engineer – POS

Owner.com

Technical Support Engineer managing escalations for Owner POS system. Collaborating with CS and Engineering teams to resolve technical issues and improve workflows.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Postgres

About the role

Key responsibilities & impact

Own the POS escalations channel — triage, validate, and resolve incoming bug reports and technical questions from CS, Launch, and Engineering
Reproduce and confirm bugs; provide Engineering with clear steps to reproduce, root-cause insights, and relevant logs from Datadog or other tooling
Resolve and filter out non-bugs (config issues, user error, expected behavior) so Engineering stays focused on roadmap work
Handle issues that require elevated access: production DB lookups, internal scripts, Datadog queries, network tab investigation
Be a true partner to the POS Engineering team — know the product and codebase well enough to flag what matters and provide real context when escalating
Build relationships with CS and Launch to help them troubleshoot POS issues more independently over time
Identify patterns in escalations and surface knowledge gaps back to Enablement
Partner with Enablement to flag and shape documentation and knowledge base updates — new content, revisions, and gaps surfaced from real escalations
Advocate for customers and influence POS product direction through structured feedback

Requirements

What you’ll need

3–5+ years in a technical support, support engineering, or adjacent role — ideally in a SaaS environment
Some engineering or development experience — comfortable reading code, not just supporting it
Experience with observability and monitoring tools like Datadog (log analysis, metrics, traces)
Familiarity with database concepts (e.g., Postgres) and comfort running basic lookups or queries
Experience working in ticketing systems like Linear or Jira
Experience troubleshooting hardware and supporting physical devices in a technical environment
Familiarity with MDM tools like Esper or similar platforms
Strong troubleshooting instincts — able to systematically isolate and reproduce issues
Comfortable building with AI tools or incorporating AI into workflows — curiosity and willingness to experiment matter more than years of experience here
Driven to identify what's slowing down customer-facing teams and motivated to actually fix it — whether through tooling, documentation, or training
Customer-facing experience and genuine empathy for the end user
Strong communicator across technical and non-technical audiences

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportsupport engineeringobservability toolsmonitoring toolslog analysisdatabase conceptsPostgrestroubleshootingAI toolsticketing systems

Soft Skills

troubleshooting instinctscustomer-facing experienceempathystrong communicatorrelationship buildingcollaborationproblem-solvingcuriositymotivationinfluence