Middleware Solutions Engineer

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

About the role

We are looking for a Solutions Engineer who combines strong technical problem-solving skills with customer/partner-facing relationship management and operational leadership.

In this role, you will manage complex technical relationships with POS providers and restaurant partners, support strategic integrations, and handle escalated operational requests for high-visibility customers.You will proactively identify technical risks, drive issues through resolution, and ensure partners have a reliable and successful experience. 

You will act as the bridge between Product, Engineering, Operations, Customer Success, Sales, and external partners, ensuring technical excellence while improving internal processes and customer outcomes.

This is a highly autonomous, impact-driven role with the opportunity to influence technical decisions, shape engagement models, and continuously improve our production standards.

What you will do

Technical Account Management & Partner Ownership

• Manage key technical relationships with external POS providers and restaurant groups across regional and global markets
• Own merchant technical discoveries (Sales Eng), technical deployment, and execution for both one-to-one and scaled partner engagements
• Support Enterprise and Strategic Sales Engineering in pre-sales technical conversations
• Ensure smooth integration and expansion of new technology solutions

Technical Operations & Escalation Management

• Handle complex escalated technical requests from internal teams and high-visibility customers
• Diagnose, troubleshoot, and resolve production issues with urgency and empathy
• Perform configuration changes, deployments, and product expansions
• Establish clear scope, documentation, and ETA expectations for technical engagements
• Develop workarounds and scalable solutions when standard paths do not exist

Product & Engineering Collaboration

• Partner closely with Product, Engineering, Operations, and Customer Success teams