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IT Manager-I

IT Manager-I

ExcelGens, Inc.San Francisco, CA, United States
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Technical Support Lead Platform Innovation Team(IT manager)

Location : Remote

Team : Platform Innovation Restaurant Platform

Reports to : Associate Manager, Support

About the Team

The Platform Innovation team plays a pivotal role in scaling and supporting one of the fastest-growing pillars of our restaurant platform business. We are committed to delivering white-glove technical support that ensures restaurant partners have uninterrupted, high-quality service from our platform. Our support team works at the intersection of operations, technology, and customer success.

About the Role

As Technical Support Lead , you will be the frontline leader managing complex merchant escalations, mentoring a team of support agents, and building scalable support processes. You'll work closely with internal engineering, product, and operations teams to ensure fast resolution of technical issues and deliver exceptional service to our restaurant partners.

This is a hands-on leadership role requiring deep technical troubleshooting expertise, excellent communication skills, and a proactive mindset for continuous improvement.

Key Responsibilities

  • Handle complex technical escalations from merchants, often involving system-level diagnostics, networking issues, and platform integrations.
  • Lead by example on support tickets, calls, and live troubleshooting sessions, setting the standard for speed, accuracy, and professionalism.
  • Coach and mentor support agents to strengthen their technical knowledge and customer handling skills.
  • Develop and maintain internal resources including knowledge base articles, runbooks, and training guides.
  • Collaborate cross-functionally with product, engineering, and operations teams to improve support tools and influence product reliability.
  • Drive continuous improvement by analyzing support trends, identifying root causes, and refining workflows.
  • Scale support programs as the business grows, including phone / video support, extended hours, and tiered escalation paths.

Required Skills & Qualifications

Technical Expertise

  • 5+ years of experience in technical support, IT operations, networking, or systems administration.
  • Strong background in troubleshooting network infrastructure (LAN / WAN, routers, switches, firewalls).
  • Familiarity with POS systems , payment systems, or hardware device support in distributed environments.
  • Comfortable working with APIs, system logs, cloud-based tools , and technical documentation.

    • Leadership & Communication

  • 2+ years in a leadership or team lead role , preferably in a technical support environment.
  • Demonstrated ability to coach, mentor, and elevate team performance .
  • Excellent written and verbal communication skills ; able to explain technical concepts to non-technical stakeholders.
  • Experience handling high-pressure support situations with professionalism and clarity.

    • Process & Strategic Thinking

  • Experience creating or improving support processes, escalation paths, and documentation .
  • Able to analyze support data to spot patterns and improve team efficiency.
  • Comfortable working in fast-paced, ambiguous environments with changing priorities.

    • Preferred Qualifications

  • Certifications in CompTIA Network+, Cisco (CCNA), or similar .
  • Experience supporting or implementing restaurant tech , especially POS platforms.
  • Exposure to SaaS platforms , RESTful APIs, or technical integrations with third-party systems.
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