Network Support Specialist

| Greater Denver Area
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===== About Upserve =====

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.


Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).


The Network Support Specialist [NSS] will provide support for the Upserve's product users and are key contributor to the Upserve customer experience. The NSS are specialists in networking technologies used by Upserve's Breadcrumb POS deployment. They will also provide escalation support to other team members on networking issues.


Day to Day this means:

- Act as a networking expert with Cisco Meraki equipment and serve as a mentor and critical escalation point for lower tiered support.

- Analyze alerts and data trends from monitoring systems which monitor our customer networks.

- Ensure SLA commitments are consistently met.

- Participate in an on call rotation and incident management tasks.

- Assist in the design, implementation, and maintenance of monitoring systems for customer networks.

- Interface directly with customers on complex, escalated issues needing specialist attention.

- Maintain a high level of professionalism and integrity while performing all tasks.

===== The Right Ingredients =====Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:- Minimum of a 2 year technical degree or similar experience- 3-5 years of IT experience with direct network management tasks- Cisco certifications is a plus- Understanding of TCP/IP networking, network security, firewalls, routing, and switching is required- Prior experience in B2C or High Impact B2B platforms ===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Complimentary onsite gym - Multiple social clubs, including intramural sport leagues and a monthly "supper club" Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.

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Location

Located right in LoDo- the bustling downtown area with great dining, shopping, and Union Station just blocks away!

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