Senior Technical Support Engineer (L3)

Senior Technical Support Engineer (L3)
Reports to: Technical Support Manager

About Foodhub

Foodhub is an international hospitality technology company providing innovative online ordering, EPOS (Electronic Point of Sale), payment solutions, self-service kiosks and digital solutions to restaurants, takeaways and hospitality businesses worldwide.

We are committed to helping hospitality businesses streamline their operations, improve customer experiences, and grow through reliable, technology-driven solutions.

About the Role

We are seeking a highly technical Senior Technical Support Engineer (Level 3) to join our growing team.

This is not a traditional helpdesk role. We are looking for someone who can operate as the final escalation point for complex technical issues, perform deep root-cause analysis, and take ownership of critical customer-facing systems.

The successful candidate will have extensive experience across infrastructure, networking, operating systems, hardware, databases, cloud technologies, and enterprise troubleshooting. They will be comfortable diagnosing issues that others cannot solve and will work closely with internal teams, customers, and third-party vendors to identify and implement permanent solutions.

This role is ideal for someone who enjoys solving complex technical challenges, improving system reliability, and driving technical excellence across the business.

This is a fully remote role.

Key Responsibilities

Advanced Technical Support

• Act as the highest technical escalation point for complex customer and internal technical issues.
• Investigate and resolve advanced infrastructure, network, operating system, hardware, software, and application-related incidents.
• Perform deep root-cause analysis on recurring or critical issues.
• Lead technical troubleshooting sessions with customers and internal stakeholders.
• Provide hands-on support for critical incidents and major service disruptions.

Infrastructure & Systems

• Support and troubleshoot Windows and Linux environments.
• Diagnose issues relating to networking, VPNs, firewalls, DNS, DHCP, routing, switching and connectivity.
• Troubleshoot server, workstation, printer and peripheral hardware.
• Support cloud-based services and hosted environments.
• Work with databases and application logs to investigate system behaviour and performance issues.

Continuous Improvement

• Identify recurring technical issues and implement preventative solutions.
• Create and maintain technical documentation, knowledge base articles and troubleshooting guides.
• Recommend improvements to system architecture, monitoring and operational processes.
• Work alongside development and product teams to identify software defects and operational risks.

Customer Support

• Join customer calls as the technical subject matter expert.
• Build strong relationships with key customer stakeholders through technical expertise and professionalism.

Essential Skills & Experience

Technical

• 5+ years' experience in a Level 2/Level 3 IT Support, Systems Administrator, Infrastructure Engineer or Technical Support Engineer role.
• Experience working on EPOS systems.
• Experience supporting Android products.
• Advanced troubleshooting and diagnostic skills.
• Strong understanding of:
• TCP/IP networking
• DNS, DHCP, VPNs and firewalls
• Remote desktop and endpoint management tools
• Experience analysing system logs and identifying root causes of technical issues.
• Experience supporting business-critical applications and infrastructure.
• Familiarity with cloud platforms such as Azure or AWS.
• Understanding of cybersecurity best practices and endpoint security.

Problem Solving

• Proven ability to independently diagnose and resolve complex technical issues.
• Strong analytical mindset with a methodical troubleshooting approach.
• Ability to manage multiple high-priority issues simultaneously.
• Demonstrated experience implementing permanent fixes rather than temporary workarounds.

Communication

• Excellent written and verbal communication skills.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.
• Comfortable leading technical discussions with customers, suppliers and senior stakeholders.

Highly Desirable

• Experience supporting EPOS, retail, hospitality or multi-site environments.
• Experience with SQL databases and query troubleshooting.
• Experience with PowerShell, Bash or automation scripting.
• Experience with Azure, AWS or hybrid cloud environments.
• Experience with monitoring and observability platforms.
• Microsoft, Cisco, CompTIA, ITIL, Azure or AWS certifications.

What Success Looks Like

Within your first 3–6 months you will:

• Become the go-to escalation point for complex technical issues.
• Reduce recurring incidents through effective root-cause analysis.
• Improve technical documentation and operational processes.
• Drive measurable improvements in system reliability and customer satisfaction.
• Contribute to the overall technical maturity of the support function.

Application Question(s):

• Describe a situation where you acted as the final technical escalation point for a complex issue that other support teams were unable to resolve.
• Please describe your experience providing Level 3 technical support for business-critical systems in a remote environment, including your use of Windows/Linux, networking, cloud platforms such as AWS or Azure, and system logs.
• Please describe your hands-on experience supporting EPOS systems and Android-based products. What types of technical issues have you diagnosed and resolved?
• Can you describe a complex technical issue involving networking, infrastructure, hardware, software or databases that you independently investigated and resolved? What was the root cause, and what permanent solution did you implement?

Work Location: Remote