Technical Support Representative

About Us

Powerhouse Dynamics, a Middleby company, is the leading provider of IoT solutions for commercial kitchens through our Open Kitchen® platform. We help the world’s largest restaurant and food service operators reduce costs, improve efficiency, ensure food safety, and gain unprecedented visibility into their operations. Our connected equipment solutions are rapidly expanding across global brands, and we’re looking for a driven, detail-oriented operator to help scale deployment and onboarding programs.

We are looking for a highly motivated, unflappable, and passionate individual to join our team as a Technical Support Representative (TSR). TSRs support our customers by fielding phone, chat, and e‑mail support requests, directly addressing these requests or working with other team members to get them addressed, communicating solutions back to our customers, and tracking and documenting these solutions for reference and future use.

TSRs also support the Powerhouse Dynamics (PhD) team by assisting with orders, data requests, and other technical work needed to support our customers. TSRs work closely with other members of the PhD Operations and Sales teams to provide a top‑notch customer experience. This is a remote role. Ideal candidate will be located in one of these timezones, Central, Mountain, or Pacific.

• Respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team
• Track all issues and their resolution and communicate outcomes to customers and partners.
• Maintain case histories through our ticketing system and provide key information from customer interactions to PhD management
• Provide training, as needed, to ensure customers understand product functionality
• Assist with product orders and returns as appropriate
• Make outbound calls as needed to address key customer issues
• Assist with the development and delivery of training materials for customers, partners, and our after‑hours support team
• Help oversee the performance of our after‑hours support team
• Assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals
• Perform other job duties as assigned

• You are located in one of these timezone, Central, Mountain or Pacific
• Excellent customer service skills
• Strong written and verbal communication skills
• Technical background including familiarity with modern web technologies and Software as a Service
• Experience with hardware technologies a major plus
• Ability to continually and effectively manage multiple concurrent customers and priorities
• Strong organizational skills with attention to detail
• Ability to learn and think quickly and be a self‑starter
• Willingness to support night and weekend work as needed (On call once every 5 weeks)
• Working knowledge, or willing to develop a working knowledge, of SQL
• Minimum of B.A. or B.S. undergraduate degree or equivalent experience

We offer excellent compensation and benefits that start on your first day! We also believe in work/life balance.

No phone calls or third parties, please. Powerhouse Dynamics is an equal opportunity employer.