Senior Technical Service Delivery Engineer

In July 2019, Fourth joined forces with Hot Schedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain.

The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Interested in joining our smart, fun, and talented team?

The Senior Technical Service Delivery Engineer helps improve the reliability and supportability of Fourth's products by resolving complex technical escalations and addressing the root causes of recurring issues. Within Global Service Delivery (GSD), you will be the technical expert for assigned product areas, working closely with Engineering, Product, Support and SaaS Operations to drive lasting resolutions.

Beyond resolving individual issues, you will strengthen monitoring, automate repetitive tasks and build the knowledge and capabilities of support teams. This is a senior individual contributor role combining hands-on investigation, technical ownership and mentoring to reduce repeat escalations and improve operational readiness.

• Own the most complex escalations within assigned product areas independently; set the quality standard for defect validation and Engineering hand-offs
• Act as the designated subject matter expert (SME) and point of contact (POC) for one or more Fourth products, maintaining deep product knowledge and serving as the internal expert
• Identify root causes and work with Engineering to drive lasting resolutions, moving beyond workarounds to eliminate recurring issues that drive repeat escalations

• Lead problem management within the product domain, maintaining and driving progress on a prioritised list of recurring defects
• Understand defect patterns and provide Engineering with prioritised, actionable root cause findings, following through on agreed next steps
• Track defects through to closure and escalates delays or blockers to the Principal

• Proactively train and mentor Tier I and Tier II support staff in the product domain; deliver structured enablement sessions
• Lead escalation review for assigned products, assess whether escalations were valid; provide structured closed-loop feedback to Support Management
• Mentor Service Delivery Engineers; set the quality standard for day-to-day work in the product area

• Lead release readiness and service transition for assigned product areas - review release impact, provide risk feedback, advocate mitigations
• Contribute to and lead Operational Acceptance Testing (OAT) for assigned products as the framework matures

• Author and maintain clear, comprehensive runbooks and resolution guides in Confluence for assigned products, enabling knowledge sharing and continuity and reducing reliance on individual experts
• Design and implement automations that reduce repetitive resolution steps within the product domain (scripting, alert configuration, tooling workflows)
• Use approved AI tools (Microsoft Copilot, Claude / Claude Code) for root cause analysis (RCA), defect-pattern analysis and knowledge authoring; lead by example for Service Delivery Engineers

• Participate in Engineering standups and roadmap discussions for assigned products; represent GSD's perspective
• Contribute to cross-functional defect prioritisation reviews, presenting prioritised findings from assigned product areas
• Collaborate with SaaS Operations on monitoring and alerting for relevant products

• 5+ years' experience in application support, technical service delivery or a comparable technical role.
• Experience enabling Tier II support teams, delivering structured training or mentoring more junior engineers
• Ability to identify opportunities to automate repetitive tasks and design scripting, tooling or…