Manager of Level 3 Support

The Manager of Level 3 Support will lead a team of senior specialists supporting the Punchh platform. This role involves managing L3 engineers, acting as a liaison with Engineering and Product for defect resolution, and guiding support processes to improve customer satisfaction and platform reliability. The ideal candidate will bring deep technical knowledge, strong leadership, and a customer-first mindset to proactively shape the support experience. Responsibilities include leading and mentoring a team of Level 3 Support Specialists, managing daily operations of L3 support, serving as the highest internal escalation point for technical issues, overseeing root cause analysis and resolution for high-impact incidents, and acting as a key partner to Product and Engineering. This role also involves defining and refining L3 support processes, establishing KPIs for L3 performance, and leading readiness efforts for new product launches.