Technical Customer Success Associate at Presto | Powderkeg

Location: Seattle, WA

Employment Type: Full-Time

Team: Customer Success

Presto is a market leader in restaurant labor productivity, overlaying next- generation digital solutions onto the physical world. Its enterprise-grade touch, vision, and voice technologies help hospitality businesses thrive while delighting guests. Presto’s solutions are designed to enable restaurants to do more with less by increasing their guest-to-staff ratios, improving speed and quality of service, identifying bottlenecks, and offering guests a superior experience. These solutions include:

**● Voice: ** Guests and staff can place orders in a natural conversational style via automated speech recognition artificial intelligence with over 94% accuracy, even in noisy environments.

**● Vision: ** Using just a few cameras equipped with computer vision, restaurants can measure throughput and order accuracy, identify issues, repeat visitors and implement real-time solutions.

**● Touch: ** Designed for both drive-thru and dine-in applications, the same Presto Flex can be deployed as a pay-at-table, staff handheld, kiosk, or drive-thru line buster—offering wide front-of-house flexibility.

As a Technical Customer Success Associate, you must reside in the Seattle, Washington area to support one of Presto’s highly visible restaurant brands, which will require regular visits to the client site. This role can be held in a remote capacity, but the candidate needs to reside in the Seattle, WA, area. This position requires self-discipline, outstanding communication and problem- solving skills, and a passion for technology.

As a subject matter expert of Presto’s restaurant product solutions, your primary goal is to ensure the customer is experiencing maximum uptime and value. In this role, you will support the restaurant managers and their team by helping to identify and troubleshoot various technical issues as well as provide best practices and training to ensure the retention of a healthy customer. The Customer Success Associate is the voice of the customer and a voice for Presto quality!


  • Be a Presto product expert, knowledgeable of Presto’s platform and systems, features, functionality, and customer objectives
  • Act as the main point of contact with the restaurant managers to support and help troubleshoot issues with Presto products
  • Perform regular restaurant site visits to monitor and field technical issues, solicit and acquire feedback, and gain on the ground knowledge
  • Validate Presto software deployments and user-facing implementations in production, monitoring the quality of the guest and customer experience
  • Research logs, attempt to recreate and debug client actions, and test possible solutions.
  • Identify, trace, and troubleshoot technical issues, follow up on resolution, and assess prioritization with cross-functional teams
  • Support the Training and Education Manager to onboard new locations, execute training plans, and implement testing initiatives with restaurant managers and staff
  • Drive and Support adoption initiatives with the customer to increase performance
  • Must be able to commute daily to restaurants in the Seattle and surrounding areas, as well as travel to the Northern areas of Spokane and Portland, OR markets

Desired skills and experience:

  • Minimum 3 years of work experience in a technical role, supporting external clients or customers in a face-to-face capacity
  • Excellent people skills, ability to listen, empathize with the customer, and develop strong relationships
  • Ability to absorb new technical information and its effective application
  • Experience in effective analysis of test cases and defect tracking
  • Ability to trace and troubleshoot technical issues and follow up on resolution and assess prioritization
  • Comfortable with training management and staff
  • Strong written, verbal, and facilitation skills
  • Well organized and able to manage schedule
  • Hands-on quality assurance experience with working on test plans, scenarios, scripts, and test management tools such as Jira, ALM, etc., a big plus!
  • Good to have basic network configuration & problem-solving in Windows, and Android environments!
  • Experience working in the restaurant industry is highly valuable

With over 250,000 systems shipped, we are one of the largest labor automation technology providers in the industry. Founded at M.I.T. in 2008, Presto is headquartered in Silicon Valley, Calif. with customers including many of the top 20 restaurant chains in the U.S.

We welcome you to visit our investor page to learn more about Presto’s recent announcement to be Publicly Listed Through a Merger with Ventoux CCM Acquisition Corp (NASDAQ: VTAQ)

Job Summary
  • Job Title
    Technical Customer Success Associate
  • Company
  • Location
    Redwood City, CA
  • Employment Type
    Full time
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