About the role
As a Deployment Tech - Onboarding, you will be responsible for understanding the technical environment of customer sites during the onboarding process and formulating the appropriate deployment solutions given the known requirements, constraints and expected outcomes. You will be a consultant whose recommendations must be based on a desire to deliver the best possible outcome for customers. You will identify and assemble the hardware and software components required for a successful installation, and configure GoTab point of sale hardware, routers, printers, network equipment and other peripherals required to fulfill the proposed technical solution.
You will also assist with logistics and fulfillment of GoTab hardware to customers.You will primarily provide remote installation support for customers who will be deploying GoTab hardware within their properties. You will execute on-site deployments at customer locations around the country. Travel is a part of the job requirement.
Responsibilities
Technical Support & Product Expertise (50%)
- Serve as a primary technical resource for onboarding and active/live customers, resolving issues related to connectivity, hardware configuration, performance, and system behavior.
- Provide real-time troubleshooting for GoTab operators via phone, video, chat, and email.
- Diagnose and resolve issues related to networking, routing, printers, peripherals, POS hardware, and Android devices.
- Walk customers through solutions in a clear, confident, and supportive manner, ensuring minimal downtime and a positive guest-facing experience.
- Escalate complex issues to engineering teams with detailed diagnostic information.
- Maintain deep product expertise to guide customers through feature use, system behavior, best practices, and optimization opportunities.
- Identify recurring technical issues and contribute to product and process improvements.
- Support both planned launches and real-time operational support for high-volume restaurants, breweries, music venues, and event spaces.
Technical Deployment & Installation (30%)
- Lead technical onboarding for new GoTab customers, ensuring a smooth transition from setup to go-live.
- Understand each customer’s technical environment—networking, hardware, POS infrastructure, and constraints—to determine the correct deployment plan.
- Configure GoTab hardware, printers, routers, Android devices, and network equipment for installation.
- Assist with hardware logistics, including shipping, receiving, and preparing equipment at GoTab’s Arlington, VA headquarters.
- Conduct remote deployment sessions and occasional on-site installations across the U.S. and Canada
- Document technical recommendations based on best practices and customer requirements.
Customer Onboarding, Training & Relationship Support (20%)
- Support new customers during onboarding, guiding them through system configuration, staff training, and launch readiness.
- Maintain ongoing communication with live customers to ensure they are fully supported before, during, and after launch.
- Help customers adopt new features, integrations, and product enhancements.
- Collaborate with Customer Success, Product, Engineering, and Operations to ensure a consistent, responsive customer experience.
- Provide customer feedback insights that drive improvements in usability, performance, and product direction.
- Coordinate with Deployment and Customer Success leadership to develop and maintain internal and external documentation for all hardware and deployment related areas.
Skills & Requirements
Technical Skills
- Strong understanding of IP networking (wired and wireless).
- Familiarity with Linux environments, command line utilities, and remote connection tools (SSH/SFTP).
- Experience with IoT or low-power computing devices (Raspberry Pi, Arduino, etc.) is a plus.
- Experience sideloading Android applications and working with POS hardware.
- Familiarity with mainstream POS systems (Micros, Aloha, Toast, Simphony, etc.) is highly valuable.
- Ability to troubleshoot under pressure in fast-paced hospitality environments.
- Strong technical diagnostic, problem-solving, and structured troubleshooting skills.
Customer-Facing Skills
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical operators clearly and calmly.
- Strong organization, time management, and ability to prioritize multiple support cases.
- Comfortable supporting customers remotely and on-site.
- Demonstrated ability to work effectively in a fast-paced, entrepreneurial environment.
Additional Requirements
- Ability to lift and handle POS hardware (up to 25 lbs).
- Ability to stand up to 8 hours during on-site work.
- Ability to travel as needed (plane, train, car)
- Proactive, curious, and committed to delivering exceptional customer experiences
What We Offer
- Medical, Dental, & Vision insurance
- 401k with an employer match
- Generous PTO & Holidays
EEO
GoTab is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, color, religion, creed, sex, gender, sexual orientation, gender identity, gender expression, age, national origin, genetic information, marital/familial status, disability, military status, veteran status, or any other protected status. We are dedicated to providing a work environment free from discrimination and harassment, where employees are treated with respect and dignity.
As a company, we are not able to sponsor employment visas at this time, including but not limited to F-1 OPT and H1-B.