Own the technical health of Dodo's customers. Solve the hardest problems our practices encounter, build the systems that prevent them from happening again, and help us deliver an exceptional experience as we scale to thousands of locations. WHAT YOU'LL DO You'll be the technical backbone of our customer experience, working directly with customers, Platform Specialists, and engineering to keep Dodo running reliably across every location. - Own complex technical issues end-to-end, from first report through debugging, resolution, and follow-up - Serve as the escalation point for Platform Specialists and the primary technical contact for our most important accounts - Dig into logs, data, integrations, and production systems to understand what actually happened and fix it - Lead the response when something important breaks, owning coordination, customer communication, and the path to resolution - Proactively identify issues before customers notice them and keep practices running smoothly - Build internal tools and automation that make customer resolution faster, smarter, and more scalable - Turn recurring customer issues into permanent product and engineering improvements - Identify patterns across thousands of customer interactions and help determine what we should fix or build next - Help build the systems and processes that let a small team serve tens of thousands of locations WHO YOU ARE You're a technically strong problem solver who genuinely enjoys helping customers and getting to the bottom of things. - Strong technical background and comfortable debugging complex systems - Comfortable reading logs, querying data, working with APIs, and tracing issues across multiple systems - Relentless about getting to the root cause rather than applying temporary fixes - Excellent communicator who can make technical problems clear to both customers and engineers - Calm and effective when something important breaks - Bias toward automation: if the same problem keeps appearing, you want to eliminate it - High agency, resourceful, and comfortable owning problems from beginning to end - Excited to stay extremely close to both customers and the product