COMPANY
 

Interested in a Career with EMN8®?


Recently named to the Red Herring 100 and Red Herring 100 Global, EMN8, Inc. is the leading self-service innovator. Our kiosks, mobile, digital signage and marketing services, married to compelling UX/UI experiences, proprietary content management system, robust enterprise platform and analytics are redefining self-service for the Quick Service Restaurant (QSR), Fast Casual Dining (FCD) and other retail environs. A complete suite of services and support complete the circle. EMN8's single transaction platform, unified media management, POS integration and ability to enhance the brand and increase revenues are attracting some of the largest domestic and global customers in the world. Customers include Jack in the Box, YUM International, Disney, Burger King, HMS Host Key, Sizzler, Arby's and California Pizza Kitchen. Strategic partnerships include IBM Global, Intel and NEC among others. POS partners span Xpient, PAR and Sicom as well as integrations with Micros, Radiant and a range of other POS providers. EMN8, a pre-IPO company, is a great place to work if you love challenge and believe failure is not an option. We offer competitive compensation, equity, Fortune 500 level benefits, challenge, a supportive leadership team that invests in their direct reports, great weather, and opportunity to innovate and make a huge difference.


Current Openings


TECHNICAL SUPPORT ANALYST/ENGINEER (San Diego - Sorrento Valley/Mira Mesa)

THE BIG PICTURE

Are you looking for a way to advance beyond your current support role or technology development position? Have you ever felt the urge to jump out of your org chart box to really make a difference? Do you get energized and challenged by juggling multiple releases, technologies, and customers in different time zones while keeping your hands firmly on the service excellence wheel? If you answered yes to any of these questions, this position with EMN8 may be the perfect fit for you.

EMN8 is focused on revolutionizing the fast/casual dining landscape by delivering solutions that enable consumers to connect to favorite brands using the latest self-service technologies worldwide. EMN8 offers an entrepreneurial environment where technology professionals thrive and where individual contributions and teamwork both really count. We are driven by excellence and our passion to deliver an innovative consumer experience leveraging the most current technologies available today for our customers. Our employees create and help shape this experience and cutting-edge technologies every day. If you want to work for a leading technology company that is setting the bar for industries to come, EMN8 is the place.


DO YOU HAVE WHAT IT TAKES?
  • Are you committed to delivering top notch customer service?
  • Are you tech savvy?
  • Do your communications skills include - using positive language, listening and a calming influence, conflict resolution skills?
  • Does your work ethic include - respect, desired to be challenged, exceeding expectations, highly supportive, timely follow-through, dedication to optimal results, and knowledge sharing?
  • Are you bilingual in English and Spanish?

If you answered YES to all of the above, send your resume and salary requirements to careers@emn8.com!


A Day In The Life of an EMN8 Technical Support Analyst/Engineer

EMN8 Technical Support Analysts/Engineers strive for success and are committed to providing timely, accurate and optimal resolution-based support to our customers and channel partners.

"As a technical support analyst, I spend most of my day putting puzzle pieces together in the form of phone calls, emails, and case reports in order to determine what problems exist. Tech support as a team is then responsible for determining why our customer or channel partner is experiencing problematic hardware, software or connectivity issues. This analysis is crucial and produces tech supports main asset: data! The data is used in a variety of ways throughout our entire eco-system. The data serves as the means of understanding and interpreting not only what the hardware/software environment is experiencing, but also what our customers and channel partners on the front line are experiencing. It is tech supports job to make sure this is communicated clearly and accurately, to all parties with maniacal follow-through, in order to improve our products, services and our relationships with our customers, channel partners and fellow colleagues. As a tech support analyst, it's not enough to just fix problems as they're presented. You must be an investigator with a goal of furthering the understanding of those around you, ultimately to drive creativity, innovation and outcomes of our company and the appreciation of our customers and channel partners".

—Jessica L., EMN8 Employee


Responsibilities
  • Respond promptly and thoroughly to automated alerts and support requests via phone, email and remote access
  • Independently resolve technical and customer support issues and escalate cases when appropriate
  • Collect data and document clearly and concisely all support issues in support database
  • Coordinate with other functional groups as required to drive issue resolution of reported issues
  • Install and confirm customer updates via remote access in a timely manner as required
  • Follow-up to ensure issue resolution and customer satisfaction
  • Create, edit and review technical knowledge base for use as part of issue resolution
  • Provide valuable feedback on defects and enhancements to the Marketing, Product Management and Engineering teams
  • Provide technical coaching of support staff
  • Facilitate or lead team training and knowledge sharing on new product introductions, knowledge base development and troubleshooting skills
  • Provide 24/7 on call support on rotation, including weekends and holidays as required
  • Other duties as director or required

Skills and Experience (Required)
  • Excellent customer service skills and great enthusiasm for helping customers
  • Strong technical and analytical skills
  • Must be an energetic "self-starter" with the ability to work both independently and within a team
  • Strong verbal, written, and interpersonal skills
  • Ability to multi-task, attention to detail and time management are a must
  • 2-5 years previous experience in customer service/technical support environments
  • Bilingual in English and Spanish
  • Working knowledge in 4th GL languages and webservice technologies - i.e. Java/Visual Basic, HTML/PHP, XML/XSL
  • Database knowledge – i.e. SQL, RDBMS
  • Bachelor's degree, preferably in a related technical field (Engineering, Mathematics, Computer Science)

Nice to Haves (will help you move to the front of the list)
  • POS Systems experience a plus

What We Offer

Competitive base; Fortune 500 Company Medical, Dental & Vision Insurance; 529 College Savings Plan; Flexible Spending Account; Paid Time Off & Holidays; Short- and Long- term Disability; Education & Professional Development Assistance; Adoption Assistance; and, pre-IPO Stock Options; highly supportive team; dedication to knowledge sharing; smart, creative, innovative, results-driven colleagues — who really value your opinion. EMN8 is a place where you can truly be part of something!


Apply Now

If you desire to make a difference, are committed to bringing the highest quality of service to our customers and channel partners, and are looking for an opportunity to showcase your capabilities, send your resume and salary requirements to careers@emn8.com. Please include the position title in the subject line of your email.


EMN8 is proudly an Equal Opportunity Employer
Local candidates only. No relocation assistance provided. No visa sponsorship.
Principals only. No Agencies. No calls please.