Supporting the Salesforce Platform Engineering team with day-to-day development and administration work
Delivering enhancements, bug fixes, and configuration aligned to team standards
Handle complex Enterprise cases across all R365 product areas and integrations
Own customer communication from intake through resolution with clear, timely updates
Troubleshoot configuration, data, and integration issues and provide solutions or workarounds
Escalate issues to Product, Engineering, or other internal teams with complete documentation
Maintain accurate, detailed ticket notes and meet SLA and quality expectations
Provide scheduled after-hours support (evenings/weekends/holidays as needed)
Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed
Participate in on-call or incident response rotations for critical customer-impacting events
Monitor Enterprise queues and assign/reassign work based on skills, urgency, and capacity
Identify at-risk tickets and bottlenecks and surface them to team leads/managers
Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations
Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows

Proven track record as a high-performing Support Specialist or similar SaaS support role.
Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.
Demonstrated ability to troubleshoot complex, multi-step and integration-related issues.
Excellent written and verbal communication skills with both technical and non-technical audiences.
Strong time management, prioritization, and documentation discipline.
Comfortable working in ticketing, chat, and phone-based support tools.
Willing and able to work after-hours shifts, including evenings, weekends, or holidays, as scheduled.
Experience supporting Enterprise or Strategic customers in a SaaS environment.
Deep experience with restaurant technology (POS, payroll, accounting, HR/ATS, or similar tools).
Prior experience with queue management, scheduling, or work assignment.
Restaurant industry and/or accounting experience.
Bachelor’s degree in Business, Information Systems, Accounting, or a related field (or equivalent experience).

Enterprise Support Specialist

Key skills