Technical Support Specialist, In-Store - APAC

About the Team

The Technical Support Team at SevenRooms is part of DoorDash’s broader Customer Experience and Support Ops organization. We partner directly with hospitality operators around the world to deliver best-in-class customer support. Our mission is to ensure that when things go wrong—or when guidance is needed—there’s always someone knowledgeable, strategic, and empathetic ready to help. Whether it's troubleshooting technical issues, advising on product setup, or driving value from our platform, we work across chat, email, and phone to create seamless and impactful experiences. Ultimately, we’re here to ensure our merchants succeed while supporting a fast, reliable, and efficient support operation across a 24/7 model.

About the Role

As a Technical Support Specialist, you will serve as a subject matter expert (SME) for the SevenRooms platform, specializing in advanced troubleshooting and complex technical issue resolution. You will act as a key escalation point for the support team, handling the most challenging and high-impact customer issues while ensuring timely and high-quality resolutions.

In this role, you will leverage deep product knowledge and strong problem-solving skills to diagnose complex issues, partner cross-functionally to drive resolution, and support the broader team by sharing expertise and best practices. This is a hands-on, execution-focused role centered on resolving complex customer issues and improving support quality through technical excellence.

You’re excited about this opportunity because you will…

• Serve as a Subject Matter Expert. Act as a trusted technical resource for the support team, providing guidance on complex product questions and troubleshooting approaches.
• Own Complex Escalations. Handle the most challenging and high-impact technical issues, driving investigations and resolutions with a high level of ownership and attention to detail.
• Deliver High-Quality Customer Support. Step in on critical or complex customer cases, ensuring clear communication, accurate solutions, and a seamless customer experience.
• Diagnose and Solve Ambiguous Issues. Conduct in-depth analysis to identify root causes of technical issues, applying strong problem-solving skills to resolve non-routine challenges.
• Partner Cross-Functionally. Collaborate with Engineering, Product, and Customer Success to escalate and resolve technical issues, ensuring customer impact is clearly communicated and solutions are delivered efficiently.
• Improve Escalation Quality. Ensure bugs and escalations are clearly documented, reproducible, and actionable, helping streamline communication with Engineering and reduce back-and-forth.
• Support Team Enablement. Provide real-time support to team members by answering questions, sharing knowledge, and helping improve technical proficiency across the team.
• Identify Trends and Gaps. Recognize recurring issues and patterns, sharing insights to support continuous improvement in support workflows and product experience.
• Maintain Knowledge Resources. Contribute to internal documentation and ensure knowledge base materials reflect current product functionality and best practices.

We’re excited about you because…

• You have 3+ years of experience in technical customer support, ideally in a SaaS or hospitality tech environment
• You have strong troubleshooting skills and are comfortable working through complex, ambiguous technical issues
• You bring deep product knowledge or the ability to quickly develop expertise in complex systems
• You are a clear and effective communicator, able to explain technical concepts to both technical and non-technical audiences
• You are highly collaborative and comfortable working cross-functionally with teams like Engineering, Product, and Customer Success
• You are detail-oriented and ensure issues are thoroughly investigated and well-documented
• You are proactive, resourceful, and take ownership of resolving issues end-to-end