Production Support Engineer - North - Cut+Dry

Description

Cut + Dry is a fast-growing FoodTech startup transforming the $300B US food supply industry. We are revolutionizing how food distributors do business by providing a best-in-class e-commerce platform that connects them seamlessly with restaurants, caterers, schools, and other buyers. Our founders consist of lifelong Silicon Valley entrepreneurs with deep domain expertise who have built and exited multiple startups in the restaurant and food supply chain business. We're looking for flexible go-getters who welcome the challenge of meeting the needs of a rapidly expanding business.

What You'll Do

Reporting to the Application Support Manager, you will play a vital, senior-level hybrid role and act as a Shift Lead for Cut + Dry. You will be a primary point of contact for our most complex customer and technical challenges, providing friendly and efficient expert support while guiding and mentoring more junior support staff to build their capabilities.

This is a critical opportunity to not only solve immediate customer and integration challenges but also to use those technical insights to drive internal knowledge sharing and improve team processes to prevent future issues. You will serve as the technical shift lead, ensuring the team operates efficiently, and you will be the technical communication bridge, empowering the entire Support Team to feel confident and fully leverage the Cut + Dry platform—including its underlying data and API capabilities.

Responsibilities

• Team Leadership & Advanced Support: Act as the Shift Lead, providing guidance, direction, and mentorship to the L1 Support team during your shift. Serve as the first point of escalation for complex technical issues, providing expert-level support to customers and guiding more junior support staff, focusing on API integrations, data validation, and core platform functionality.

• Frontline Support: Provide friendly and helpful support to customers via phone, email, and chat, addressing their questions and platform challenges.

• Internal Knowledge & Mentorship: Design and deliver internal knowledge transfer sessions and one-on-one mentorship for new and existing support staff, focusing on platform features, data workflows, API best practices, and troubleshooting techniques.

• System Troubleshooting & Escalation: Lead advanced troubleshooting for system issues, including investigating data flows, API errors, and ETL failures. Accurately escalate complex technical issues to our Production Support team with detailed, technical documentation.

• Content Creation: Develop easy-to-digest, technically accurate internal training materials and knowledge base articles (videos, help docs, FAQs, walkthroughs) to support team self-service learning, in collaboration with the Product Marketing team, with a focus on translating complex technical concepts into clear, non-technical instructions.

• Proactive Improvement: Proactively identify recurring customer issues from support interactions and use these technical insights to refine internal processes, contribute to our knowledge base, and recommend product/system improvements.

• Documentation: Accurately log and track all customer interactions in our helpdesk, ensuring all relevant technical and contextual information is captured.

• Collaboration: Work closely with Growth, the Support Team, and Engineering to address complex integration and data-related issues, refine team best practices, and ensure a seamless customer experience from onboarding onward.

• On-Call Support: Participate in an on-call rotation to provide after-hours support for critical issues.
  

Who You Are

• A natural teacher and expert technical storyteller who is patient, empathetic, and solutions-oriented.

• An excellent communicator with strong active listening skills, highly capable of translating complex technical concepts (like API interactions and AWS infrastructure) into clear, actionable steps for a non-technical audience.

• A creative, highly-analytical problem-solver who enjoys digging into complex system and data-related issues to find the best solution for the customer.

• Passionate about helping people adopt new technologies and thrive in a digital-first world.

• A collaborative team player who is eager to learn and contribute to a positive team environment.

What You Bring

• 5+ years of experience in a customer-facing role such as senior customer support, technical support, customer success, or training, preferably in a SaaS or e-commerce environment.

• Proven ability to provide exceptional customer service and build rapport with a diverse range of users.

• Extensive experience with API troubleshooting (interpreting documentation, error codes, and using tools like Postman).

• Demonstrated experience with data validation and debugging data integrity issues.

• Familiarity with AWS infrastructure (e.g., EC2, S3, Lambda, Cloudwatch) sufficient to understand and troubleshoot system-level issues.

• Familiarity with at least one coding language (e.g., Python, JavaScript, SQL) for basic scripting or data manipulation.

• Experience troubleshooting ETL (Extract, Transform, Load) processes.

• Experience delivering presentations or training sessions (virtually or in-person) is highly desirable.

• Strong verbal and written communication skills (English)

• Familiarity with help desk software (Jira Service Management & Hubspot ).

• A passion for customer service and a commitment to exceeding expectations.

Why Cut+Dry

·       A results-driven company culture that encourages a balanced lifestyle

·       Base salary + stock options package

·       Paid Medical, Dental, and Vision

·       Unlimited PTO

·       Flexible remote (work-from-anywhere) environment

·       Workspace equipment provided