At a Glance
- Tasks: Resolve complex technical issues and improve product reliability in a dynamic team environment.
- Company: Join Fourth, the global leader in restaurant and hospitality management technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Collaborative atmosphere with a focus on innovation and automation.
- Why this job: Make a real impact by driving solutions and mentoring future tech stars.
- Qualifications: 5+ years in technical service delivery and strong problem-solving skills required.
The predicted salary is between 49500 - 60500 $ per year.
In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide.
The Senior Technical Service Delivery Engineer helps improve the reliability and supportability of Fourth’s products by resolving complex technical escalations and addressing the root causes of recurring issues. Within Global Service Delivery (GSD), you will be the technical expert for assigned product areas, working closely with Engineering, Product, Support and SaaS Operations to drive lasting resolutions.
This is a senior individual contributor role combining hands-on investigation, technical ownership and mentoring to reduce repeat escalations and improve operational readiness.
Key Responsibilities
- Complex Resolution & SME Ownership: Own the most complex escalations within assigned product areas independently; set the quality standard for defect validation and Engineering hand-offs. Act as the designated subject matter expert (SME) and point of contact (POC) for one or more Fourth products, maintaining deep product knowledge and serving as the internal expert. Identify root causes and work with Engineering to drive lasting resolutions.
- Problem Management & Recurring Defect Resolution: Lead problem management within the product domain, maintaining and driving progress on a prioritised list of recurring defects. Understand defect patterns and provide Engineering with prioritised, actionable root cause findings. Track defects through to closure and elevate delays or blockers to the Principal.
- T2 Enablement & Escalation Quality: Proactively train and mentor Tier I and Tier II support staff in the product domain; deliver structured enablement sessions. Lead escalation review for assigned products, assess whether escalations were valid; provide structured closed-loop feedback to Support Management.
- Release & Operational Readiness: Lead release readiness and service transition for assigned product areas — review release impact, provide risk feedback, advocate mitigations. Contribute to and lead Operational Acceptance Testing (OAT) for assigned products as the framework matures.
- Knowledge & Automation: Author and maintain clear, comprehensive runbooks and resolution guides in Confluence for assigned products. Design and implement automations that reduce repetitive resolution steps within the product domain. Use approved AI tools for root cause analysis (RCA), defect-pattern analysis and knowledge authoring.
- Cross-Functional Collaboration: Participate in Engineering standups and roadmap discussions for assigned products; represent GSD's perspective. Collaborate with SaaS Operations on monitoring and alerting for relevant products.
Knowledge, Skills & Experience Required
- 5+ years’ experience in application support, technical service delivery or a comparable technical role.
- Experience enabling Tier II support teams, delivering structured training or mentoring more junior engineers.
- Ability to identify opportunities to automate repetitive tasks and design scripting, tooling or workflow solutions.
- Strong understanding of Case Management, Incident Management, Problem Management, SLAs, ITIL principles and Rally fundamentals.
- Strong SQL Server knowledge; ability to analyse and investigate data to identify root causes.
- Demonstrable analytical and problem-solving skills.
- Clear written and verbal communication; able to translate technical findings for internal stakeholders.
Beneficial
- Experience with Sumo Logic, Power BI, or equivalent monitoring / reporting tools.
Senior Technical Service Delivery Engineer in Sydney employer: Fourth
Fourth is an attractive employer due to its commitment to professional growth and a supportive work environment. Employees benefit from being part of a global leader in restaurant and hospitality management technology, with opportunities to work on innovative solutions that impact 120,000 locations worldwide. The company fosters a culture of collaboration and fun, making it a great place for talented individuals to thrive.
