Who we are

Blackbird Lab is a software development company. While we are practicing international working culture, we are proud representatives of Ukrainian values and traditions. We are a team of 90+ energetic, curious, smart, and open to new challenges tech pros who prefer efficient async communication, flexible working hours, a co-working office model, etc.

Being in this craft for about 5 years, we managed to accumulate expertise and bring value to a number of clients. We cooperate with US and Canadian product companies of different sizes, from small startups to established products, in close, trusted relationships.

All team members, including management, have an engineering background. The process, participants who speak the same language and have a similar approach based on technical principles, is always efficient. It is way easier to make decisions and introduce new features in a team with engineering at heart. It is the technical DNA that lets us build high-quality products that facilitate the lives of our customers’ users.

About the client

Shake Shack, is a highly-regarded fast-casual restaurant chain known for its fresh, high-quality ingredients and commitment to sustainability. Shake Shack is continually innovating, and contributes to the development of a robust digital platform that enhances the guest experience and streamlines operations.

As a leader in fast-casual dining, Shake Shack has expanded worldwide while upholding its core values. The company prioritizes its employees, offering an engaging work environment characterized by fun, family, and inclusivity.

Job Overview

We are seeking a highly skilled IT Support Helpdesk Specialist with a minimum of 5 years of experience in the restaurant industry or similar fast-paced environments. The ideal candidate will possess strong expertise in managing ticketing systems like Zendesk or FreshBooks, with a structured and efficient approach to troubleshooting and resolution. The candidate must have excellent written and verbal communication skills in English and be able to clearly articulate complex technical issues to non-technical stakeholders. This role requires collaboration across multiple teams to ensure that issues are resolved promptly and communicated effectively to all stakeholders.

Responsibilities

IT Support & Troubleshooting:

• Provide first-level IT support for restaurant staff, addressing issues related to POS systems, kiosks, payment gateways, and other operational technologies.
• Manage and resolve support tickets using tools such as Zendesk or FreshBooks, ensuring timely and efficient resolution.
• Troubleshoot issues involving multiple systems, understanding how data flows between various platforms and providing solutions that address root causes.

System Integration & Information Flow:

• Develop a clear understanding of how information is transferred between different systems (e.g., POS, CRM, Loyalty Programs, etc.).
• Diagnose, debug, and resolve system issues that impact information flow or customer experience.

Ticketing System Management:

• Manage ticket escalations, ensuring all tickets are processed according to priority and within the set SLAs.
• Create and maintain structured workflows for logging, tracking, and resolving issues.
• Develop a knowledge base of common issues and solutions to streamline the troubleshooting process.

Communication & Coordination:

• Clear Communication in English: Provide clear, concise, and effective communication with stakeholders (both technical and non-technical), ensuring they understand the status, timeline, and resolution of their issues.
• Verbal Communication: Explain technical issues in simple terms to non-technical users, ensuring that all parties are well-informed about issue status and progress.
• Written Communication: Document support activities in detail, keeping records of all resolutions, steps taken, and future preventive measures.
• Coordination & Stakeholder Engagement: Collaborate with internal teams (IT, Operations, CRM, POS vendors) to gather the necessary information, establish a resolution plan, and communicate timelines to all involved parties. Proactively manage the communication process with stakeholders who filed the issue, ensuring they are updated on the progress, expected timelines, and eventual resolution. Coordinate cross-team efforts to develop and implement long-term solutions that address system inefficiencies or recurring issues.

Reporting & Documentation:

• Document all support activities, resolutions, and best practices to build a comprehensive support knowledge base.
• Generate reports on ticket trends, recurring issues, and overall system health for management review.

Requirements

Experience:

• Minimum 5 years of IT support experience, with at least 2 years working in the restaurant industry or a similar environment.

Technical Skills:

• Proficiency in ticketing systems like Zendesk or FreshBooks.
• Strong understanding of information flow between interconnected systems.
• Experience with POS systems, restaurant CRMs, and related technologies is preferred.

Communication Skills:

• Verbal: Exceptional verbal communication skills in English, with the ability to explain technical issues clearly to non-technical users.
• Written: Strong written communication skills in English, including the ability to write detailed support tickets, documentation, and stakeholder updates.
• Proven ability to coordinate and communicate effectively with multiple teams to resolve issues, while keeping stakeholders updated on timelines and resolutions.

Workflow Management:

• Proven ability to develop structured workflows for troubleshooting and issue resolution.
• Problem-Solving: Strong analytical and problem-solving skills with a focus on efficiency and customer satisfaction.

Adaptability:

• Ability to thrive in a fast-paced, high-pressure environment.

Preferred Qualifications:

• Experience working with restaurant technology platforms such as POS, Kiosk systems, or mobile ordering systems.
• Familiarity with CRM systems and data flow between platforms.
• Experience in providing remote IT support using various tools and platforms.

Benefits

We are all for the self-development of each team member. As a part of our team, you’ll be supported in your professional growth, work on Macs, receive certifications, and visit conferences. On top of that, you will enjoy an attractive social package, including:

• Flexible working hours, 40-hour work week
• Working remotely
• 18 paid vacation working days
• Paid sick leaves (with 5 undocumented days per year)