In PersonOn-site support and installation are required when needed.
About the job
Requirements
Some experience in network operations or a similar technical role.
Comfort with networking fundamentals including IP addressing, DNS, DHCP, VLANs, and LAN/WAN, with willingness to perform hands-on diagnostics.
Comfort using the command line and working with modems, routers, switches, and telephony equipment.
Ability to explain technical problems clearly to non-technical people and remain calm and kind when customers are frustrated.
Fluency in spoken and written Mandarin and English.
Responsibilities
Scope each new client's hardware, including printers, cabling, and telephony; pre-configure the hardware and set up the back end before go-live.
Configure and ship equipment to restaurants, track every shipment, and ensure delivered equipment is ready to work.
Provide on-site support and installation when restaurants require in-person assistance.
Monitor system alerts and resolve outages, often before the restaurant notices a problem.
Investigate technical problems to identify and resolve their root causes.
Resolve each support case thoroughly, confirm the resolution with the restaurant, and ensure the issue is genuinely solved.
Document issues and resolutions and escalate cases to the appropriate team when needed.
Own onboarding for new pizza and Chinese American restaurant clients during the first three to six months, getting them set up and live on Tarro.
Take on frontline troubleshooting cases and resolve them to a consistent quality standard.
Manage hardware logistics, including configuring, shipping, and tracking equipment.
Build working knowledge of Tarro's hardware stack and back-end systems.
Desired Qualifications
Experience in a client-facing or customer support role.
Experience using remote support tools and ticketing systems.
Understanding of call-path basics and experience configuring telephony or Voice over Internet Protocol equipment.
Experience working in a consumer-driven industry.
About Us
Here at Tarro 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 Tarro, 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.
Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four 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 Tarro 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 and pop restaurants thrive, please visit ushere!
What We're Looking For
We're looking for someone who's good with technology, good with people, and likes getting to the bottom of why something's broken.
The Client Tech team keeps thousands of US restaurants up and running on Tarro. We handle hardware deployment, technical support, and product onboarding for every restaurant we serve. It's a strong, supportive team, and Tarro is heading into an exciting chapter. We're launching a full POS system in Q2, rolling out Tarro Pay payment terminals, and expanding into the pizza vertical. That means plenty to learn and plenty of room to grow alongside us.
This is an entry point into a technical career at Tarro. Based in Philly, you'll help get restaurants set up and keep them running, on the phone, on a remote session, and sometimes in person. You don't need to have done all of this before. You'll learn how connectivity, hardware, and telephony work in practice, with a team that has your back while you do. What matters most is that you're thoughtful, you care about getting it right for the restaurant on the other end, and you're eager to keep learning.
What You'll Accomplish
Get restaurants live. You'll help scope each new client's hardware (printers, cabling, telephony), pre-configure it, and set up the back end so everything's ready before go-live.
Own the hardware, start to finish. You'll configure and ship equipment to restaurants, keep track of every shipment to the door, and make sure what arrives is ready to work.
Show up in person when it counts. You'll provide onsite support and installation when a restaurant needs hands on the ground, not just a voice on the line.
Catch problems early. You'll keep an eye on system alerts and resolve outages, often before the restaurant even notices something's wrong.
Get to the root cause. You'll work the problem until you find what's actually wrong, then fix it so it stays fixed, rather than patching the symptom.
Resolve things thoroughly. You'll see each case through to a real resolution and confirm with the restaurant that it's genuinely solved, not just closed.
Document your work. You'll keep clear records of issues and resolutions, and escalate cleanly when something needs another team.
Year 1 Deliverables
In your first three to six months, own onboarding for new pizza and Chinese American restaurant clients, getting them set up and live on Tarro.
As you build confidence, take on frontline troubleshooting cases, resolving them thoroughly and to a consistent standard of quality.
Run hardware logistics cleanly, with equipment configured, shipped, and tracked so nothing gets lost between order and install.
Build solid working knowledge of Tarro's hardware stack and back-end systems.
About You
You have some experience in network operation or a similar technical role.
You're comfortable with networking fundamentals like IP addressing, DNS, DHCP, VLANs, and LAN/WAN, and you're willing to get hands-on with diagnostics.
You're comfortable on the command line and around modems, routers, switches, and telephony gear.
You can explain a technical problem to someone non-technical without making them confused, and you stay calm and kind when they're frustrated.
You speak up when you see a better way. If a process is clunky or something could be done smarter, you raise it instead of quietly working around it.
You're fluent in Mandarin and English, spoken and written. Many of the owners we support are most comfortable in Mandarin.
Bonus Points
You've worked in a client-facing or customer support role before.
You've used remote support tools and ticketing systems day to day.
You understand call-path basics and have configured telephony or VoIP equipment.
You've worked in a consumer-driven industry and care about the customer.
You've got a roll-up-your-sleeves streak and have enjoyed somewhere fast-paced, collaborative, and a little ambiguous, where you got to wear more than one hat.
Not sure you tick every box? Most great candidates don't. If this sounds like work you'd enjoy and grow into, we'd genuinely love to hear from you.
Tarro 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.