Software Support Expert
Posted 2 Oct 2026
Advertised as “Software Support Expert I”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- I
- Management level
- Individual contributor
- Contract
- Full-time
- Visa sponsorship
- Not offered
No salary listed for this role.
Study levelCertificate
Field of studyBusiness, Computer Science, Hospitality Management, Information Systems (or related)
Study levelAssociate degree
About SpotOn
We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.
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Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users
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Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
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Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running
We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.
About the role
The Support Expert I delivers frontline software and technical support, helping clients resolve common issues and navigate software features effectively. This role focuses on accurate case handling, clear communication, and developing technical expertise while ensuring a consistent, positive client experience. The Support Expert I collaborates with Tier 2 Support and internal teams to escalate complex issues and continuously improve service delivery.
What you'll do
Process Optimization
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Follow standard operating procedures to deliver consistent, high-quality support.
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Accurately document all client interactions, troubleshooting steps, and resolutions in CRM and ticketing systems (e.g., Talkdesk, Salesforce Service Cloud).
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Identify recurring questions or issues and share feedback to improve internal processes and knowledge resources.
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Support the creation and maintenance of client-facing documentation and self-service tools.
Technical & Software Support & Troubleshooting
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Troubleshoot and resolve routine software and technical issues for Restaurant POS systems, payment devices, and peripherals.
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Guide clients through basic configuration, updates, and usage of POS software features.