Systems Specialist

At Philz, technology plays an important role in keeping our teams connected and our stores running smoothly. We’re looking for a Systems Specialist who combines strong technical troubleshooting skills with a service mindset to provide reliable, responsive support across our home office, roasting plant, and retail locations. In this role, you’ll be a key point of contact for day-to-day technology needs—triaging and resolving issues, supporting system administration and configuration, coordinating escalations, and identifying ways to make IT support more effective and reliable.

Because our stores open early in Illinois and California, this role is scheduled Friday through Tuesday, generally from 3:00 AM to 12:00 PM Pacific Time, with additional flexibility needed to support evenings, weekends, holidays, or other business needs when necessary.

This role is currently remote and must be based within the Greater Los Angeles area. Our teams will return to a hybrid office environment in Q1 of 2027.

WHAT YOU’LL DO

Help Desk and Technical Support

• Provide timely technical support to corporate and retail team members through the IT help desk, including troubleshooting hardware, software, network connectivity, account access, and peripheral equipment issues.
• Independently evaluate support requests, identify root causes, determine appropriate solutions, and escalate complex or business-critical issues when needed.
• Manage assigned support tickets from initial intake through resolution, ensuring accurate documentation, timely communication, and adherence to established service expectations.
• Provide remote support to retail locations and coordinate onsite support, equipment replacement, or vendor assistance when remote resolution is not possible.
• Identify recurring technical issues and recommend solutions that improve system reliability and reduce future support needs.
• Create and maintain user-facing support documentation, troubleshooting guides, and internal knowledge base resources.

CrunchTime Systems Support

• Serve as a primary technical support resource for the CrunchTime platform and related store operations systems.
• Troubleshoot user access, configuration, reporting, data, integration, and system functionality issues within CrunchTime.
• Manage user accounts, permissions, system settings, and other administrative functions in accordance with company access and security standards.
• Partner with Operations, Finance, Supply Chain, and other stakeholders to understand system issues and determine appropriate resolutions.