Support & Development Engineer
Red Robin
Greenwood Village, CO
Based in our Denver, CO Home Office, the Restaurant Systems Development & Support Engineer will report to the Business Solutions Architect. The role must act as a subject matter expert in the support, configuration, development and deployment of new initiatives/projects, innovation, enhancements and upgrades. This employee identifies, researches, and diagnoses production implementation problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content. The main emphasis of the role is to be the subject matter expert on systems and solutions within the Restaurant Technology vertical.

The role is responsible for providing escalated support, ensuring new or enhanced solutions are running effectively and production issues are addressed according to organizational SLA’s. The role is a very collaborative one as it will require continuous interaction within the multiple areas within the IT department but also with internal and external stakeholders as it relates to innovation, configuration, testing, implementation and overall stakeholder satisfaction.

Essential Responsibilities

Act as subject matter expert during the deployment of new initiatives, enhancements, upgrades, patches into test environments
In depth knowledge of restaurant systems (POS, KDS, Sticky Media, OLO etc) with the ability to configure and recommend configuration changes to meet business requirements
Identifies, researches, diagnoses production implementation problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content
Works closely with IT Helpdesk to ensure appropriate project documentation is available in the Transition book for each new initiative or enhancement release
Coordinates with Red Robin staff to evaluate system capabilities and translate operational requirements into configuration and developmental changes
Considers and evaluates the configuration interoperability between new proposed solutions vs. existing solutions in use at Red Robin
Coordinates and performs in-depth tests, including end-user reviews, for modified and new systems
Continuous education and market knowledge development to understand new trends within existing solutions as well as new initiatives as it relates to existing systems.
Provide frequent and timely communication to all stakeholders invested in a technology, project and/or issue
Approaches projects and stakeholders in an empathetic manner to understand the needs and the best approach of how to accomplish the intended results in a collaborative way
Available for after-hours emergency response as needed

Qualifications:
Knowledge of NCR product suite is strongly preferred
3 – 6 years of experience in providing support for business applications
3 – 6 years of demonstrated proficiency working with troubleshooting and support of end users
Proven track record of managing all aspects of a successful product throughout its lifecycle
Responds with a sense of urgency and quickly adjusts to shifting priorities
Knowledge of MS SQL data structures is preferred
Experience in ITIL a plus
Experience informally leading projects and guiding peers is a plus
Red Robin is an Equal Opportunity & E-Verify Employer