About Us:
Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Wonders, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.
We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.
Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Wonders with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.
To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! Helping Independent Restaurants Thrive.
What we’re looking for:
Wonders Corporation is looking for a highly capable IT Support Engineer to provide on-site or via remote technical support for end-users experiencing hardware, software, and networking issues. You will assist with software installations, network failures, hardware malfunctions, and other IT-related issues.
To ensure success as an IT Support Engineer, you should have in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills.
You should also be able to resolve all IT issues quickly and effectively while maintaining a good relationship with the client.
You enjoy working with a team and alone as the situation dictates.
You have a great sense of humor.
You are passionate, optimistic, and energetic.
You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company.
What you’ll accomplish:
You’ll continuously increase issue resolution rates, turn-around time and customer satisfaction levels.
You’ll contribute to creating self-help documentation to reduce IT tickets.
You’ll monitor and maintain computer systems and networks.
You’ll install and configure computer hardware, software, systems, networks, printers, and scanners.
You’ll research and identify solutions to software and hardware issues.
You’ll respond in a timely manner to service issues and requests.
You’ll provide phone, email and chat support.
You’ll provide troubleshooting and debugging of production application and general network troubleshooting.
You’ll transition application issues to the engineering team and open and follow up with support tickets for IT Vendors we work with.
You’ll escalate critical issues and roadblocks to the next tier of Support.
About you:
Bachelor's degree in computer science, information systems, or similar.
Extensive experience with Linux and Windows OS.
At Least 2 years with operations and handling production support issues.
Basic network administration (WAN, LAN, DNS and DHCP)
Working knowledge of basic network tools (ssh, ping, netstat, tcpdump, traceroute, mtr, iperf, etc.)
Working knowledge of basic VoIP technologies.
Experience developing procedures and creating operations documentation.
Experience troubleshooting problems and deploying fixes and upgrades to production.
Knowledge of and/or working experience with Alerting tools and dashboards. We use Grafana, Kibana, and Observium.
Must be able to work night shift and be flexible to work off-hours and weekends if required.
Excellent verbal and written communication skills, in person, by telephone, and with teams.
Bonus points:
You have experience in a consumer driven industry with a passion for the customer.
You have a roll up your sleeves mentality with current or prior experience working in a fast paced, collaborative, highly ambiguous environment frequently wearing more than one hat.
If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!
Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.
