We’re in the business of delivering awesome meals into everyone's home or office – fast.

We achieve this by building and running a superb website, suite of mobile apps, a complex logistical platform, a fleet of passionate drivers, and a global operation, all to help bring great food from the world's best-loved local restaurants to consumers with an unparalleled level of convenience. We don’t want people to have to suffer with bad takeaway delivered an age after they order.

In this role, you’ll be helping the hospitality industry grow as a member of the Restaurants Technology team that’s responsible for building the best food delivery platform for our restaurant partners. 

The role is responsible for supporting integrations across multiple parties including restaurant partners, external technology providers, account managers, business stakeholders and product teams to ensure smooth operations, successful resolution of issues and a seamless partner experience. 

This is a great opportunity to work as part of our Integrations Team reporting into Product, alongside a diverse set of disciplines in a fast-changing environment that is integral to driving success as we grow. 

What you’ll do:

  • Take ownership of incidents & API integration issues, apply technical troubleshooting & triaging skills to identify root cause, recover services & document resolution methods.
  • Set up monitoring & alerting tools to proactively address technical issues before they escalate.
  • Run monitoring reports for usage, performance, and/or availability. Leverage technical dashboards and documentation to resolve queries and issues.
  • Contribute to reporting and measurement of partner support performance.
  • Manage communication channels with external partners & internal stakeholders to ensure updates are shared in a timely manner.
  • Manage expectations regarding estimated response times for issue resolution.
  • Leverage and improve API documentation for partners to help them self-serve and resolve integration questions and issues.
  • Collect, filter & provide Product feedback to relevant internal teams.
  • Act as a champion and source of knowledge for integrations across the business, supporting business stakeholders with advice and insight.
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

 

What we’re looking for:

The right candidate will have experience providing support to businesses in a technical capacity.

  • Experience providing technical support for SaaS platforms or API-based web integrations
  • Good working knowledge of API integration principles (especially REST APIs). Ability to understand and communicate integration concepts to non-technical users.
  • Ability to troubleshoot technical issues and use relevant tools (e.g. Postman, Datadog) to investigate incidents and formulate resolution.
  • Experience developing SLA & tracking metrics.
  • Experience creating dashboards & reports using ITSM toolset (Jira ServiceManagement preferably).
  • Excellent ability to learn and articulate software-related and technical concepts.
  • Experience rolling out 24/7 support models.
  • Experience using Jira ServiceManagement platform.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer multiple great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality or religion.

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