Back of House (BOH) Support Engineer – Crunchtime

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are seeking an experienced Back of House (BOH) Support Engineer to join our team in Atlanta, GA (Hybrid).

About the role

This role will provide L2/L3 production support for restaurant technology platforms, with a strong focus on Crunchtime, POS integrations, inventory and labor management, reporting, incident management, and application troubleshooting.

Responsibilities

• Provide L2/L3 production support for Crunchtime Inventory, Labor, Operations, and Reporting modules.
• Troubleshoot application, data synchronization, inventory, labor, reporting, and restaurant operations issues.
• Perform root cause analysis (RCA) and implement permanent solutions for recurring incidents.
• Support integrations between Crunchtime, POS systems, delivery aggregators, reporting platforms, and third-party applications.
• Monitor application health, review system logs, and proactively identify potential operational issues.
• Collaborate with restaurant operations teams, vendors, engineering teams, and other stakeholders to resolve critical incidents.
• Support software deployments, application upgrades, UAT activities, and production releases.
• Manage incidents, service requests, and problem tickets while meeting established SLA requirements.
• Troubleshoot restaurant technology hardware, including printers, tablets, controllers, and networking components.
• Use SQL, application logs, and diagnostic tools to investigate data and application issues.
• Document troubleshooting procedures, known issues, resolutions, and operational processes.

Requirements

• Mandatory hands-on experience supporting Crunchtime applications in a production environment. Candidates without direct Crunchtime experience will not be considered.
• 5+ years of experience in QSR, restaurant technology, or related production support environments.
• Strong knowledge of Crunchtime Inventory Management, Labor Management, Restaurant Operations, and Reporting.
• Experience supporting POS systems and restaurant technology integrations.
• Strong incident management, troubleshooting, and root cause analysis capabilities.
• Experience with ServiceNow or a similar ITSM platform.
• Working knowledge of SQL for data validation and troubleshooting.
• Experience with application log analysis, network diagnostics, and production support.
• Strong communication, problem-solving, and stakeholder management skills.

Preferred Qualifications

• Experience supporting large-scale QSR or enterprise restaurant environments.
• Knowledge of Wireshark, PuTTY, Windows administration, and network troubleshooting.
• Experience supporting Android and iOS devices.
• Exposure to Power BI, Tableau, or other restaurant reporting platforms.
• Experience working with restaurant POS, BOH, inventory, labor, and operational technology ecosystems.

Industry: QSR / Restaurant Technology