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Atoms (via Otter) is seeking a Middleware Solutions Engineer I to serve as a technical bridge between product, engineering, operations, and external partners. The role combines technical problem-solving with customer-facing relationship management and operational leadership.
You will manage complex technical relationships with POS providers and restaurant partners, supporting strategic integrations and handling escalated operational requests for high-visibility customers. Key responsibilities include:
**Technical Account Management & Partner Ownership:** Manage key technical relationships with external POS providers and restaurant groups. Own merchant technical discoveries, deployment, and execution for both one-to-one and scaled partner engagements. Support Enterprise and Strategic Sales Engineering in pre-sales technical conversations. Ensure smooth integration and expansion of new technology solutions.
**Technical Operations & Escalation Management:** Handle complex escalated technical requests from internal teams and high-visibility customers. Diagnose, troubleshoot, and resolve production issues with urgency and empathy. Perform configuration changes, deployments, and product expansions. Establish clear scope, documentation, and ETA expectations. Develop workarounds and scalable solutions when standard paths do not exist.
**Product & Engineering Collaboration:** Partner closely with Product, Engineering, Operations, and Customer Success teams. Collect and document partner feedback and prioritize feature requests. Contribute to improving product reliability and market offering. Influence technical decisions and propose innovative solutions.
**Process & Automation Improvement:** Identify gaps and inefficiencies in tools, workflows, and engagement models. Develop automation tools and scripts to increase efficiency. Improve internal production standards and documentation. Manage and prioritize support tickets to ensure timely resolution.
Required experience: 2-5 years of customer-facing technical support, technical operations, or technical account management. Experience managing technical projects or coordinating implementations. Experience with POS systems, restaurant technology, or delivery platforms highly preferred. Experience working in production systems in cloud environments (GCP or AWS).
Technical skills: Strong troubleshooting and root cause analysis. Working knowledge of SQL. Familiarity with at least one language (JS or Python preferred). Familiarity with APIs and software architecture concepts. Experience with monitoring tools and production systems. JIRA or similar project management tools a plus.
Core competencies: Strong ownership mentality and bias for action. Ability to manage complex escalations calmly and effectively. Detail-oriented and highly organized. Ability to thrive in fast-moving and ambiguous environments. Excellent cross-functional collaboration skills. Proactive mindset focused on process improvement and operational excellence.
