L2 Technical Support Lead

About us

Food waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 70 countries around the world supported by our offices in London, Dubai, Singapore, Romania and Chicago. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.

As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

Other recent accolades saw Winnow awarded a winner of Impact 50's most impactful companies to work for. You can read more about it here. Similarly, Winnow has been included in the Top 30 Best Small and Medium companies to work for in 2023 by undelucram.ro.

We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:

Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.

Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial.

People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.

Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.

Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.

People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.

This is an opportunity to join an exciting organisation and help us propel our growth at what are truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.

About the team

The Technical Support team plays a crucial role in taking responsibility for running the onboarding and implementation of our technology across new customers, as well as ensuring ongoing success once the system is up and running on client sites.

The goal is to have successful pilots with early clients, such that they quickly become key clients deploying our technology on a national and international scale. Once key clients, the aim is to provide an immaculate service avoiding churn and increasing revenue.

The Technical Support team is the lifeline to our sites. We believe in excellent customer service and put our clients at the forefront of what we do. This role is responsible for being the frontline support to our clients and ensuring they are able to use the Winnow system to reach their food reduction targets. 

Delivering outstanding Customer Support plays a major part in our ability to retain our customers on an ongoing basis.

About the role

We are looking for an L2 Technical Support Lead, a motivated and ambitious individual with a can-do attitude to take the lead in resolving complex technical issues while supporting and mentoring the L2 team. This role is highly hands-on, requiring deep technical expertise to troubleshoot and resolve escalated tickets efficiently. As a key escalation point, you will work directly on challenging cases, ensure timely resolutions, and collaborate with internal teams to improve processes and service quality.

Key objectives and responsibilities

• Oversee the daily operations of the L2 Technical Support team, ensuring that all team members are performing their roles effectively. Assist team members with assessing and solving any technical challenges faced by our clients within specific SLAs.
• Actively participate in resolving complex technical issues, providing hands-on troubleshooting and support to both internal teams and end-users by maintaining a strong technical presence by directly addressing escalated tickets.
• Act as a point of escalation for complex technical issues that require advanced knowledge or authority to resolve.
• Root cause problems and escalate common issues to the tech team in a structured manner.
• Provide advanced troubleshooting for complex technical issues escalated from L1 support.
• Use monitoring tools (e.g., Grafana, Kibana or ELK) to analyze system performance and identify potential issues.
• Identify any data issues and resolve them through the creation and execution of database SQL queries.
• Maintain a deep understanding of the company’s products, services, and technologies to provide effective support and training.
• Create and refine standard operating procedures (SOPs) to streamline support processes and improve response times. Ensure that documentation is up-to-date and that solutions to common issues are recorded for future reference.
• Track key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction to assess team performance and identify areas for improvement.
• Work closely with other departments, such as Engineering, Product Management, and Customer Success, to communicate customer feedback and technical issues.
• The L2 Technical Support Lead represents the Technical Support team in stakeholder meetings, effectively communicating technical information to both technical and non-technical audiences while providing accurate statistics, reports, and updates.
• Provide training for new hires and ongoing development for existing staff to enhance their technical skills and customer service abilities.
• Encourage a collaborative and supportive team culture that promotes open communication and teamwork.
• Implement initiatives to keep team members motivated, engaged, and aligned with the company’s goals.
• Conduct regular performance evaluations, set goals, and provide feedback to team members to encourage growth and improve performance.

Requirements

About you

Education and experience

• You are likely to have a degree in a technical field.
• Strong technical skills, including networking and Linux-based operating systems.
• Strong SQL skills with hands-on experience working with Databases.
• Experience using monitoring dashboards such as Grafana, with the ability to analyze and interpret results effectively.
• Experience with IoT and AI-based solutions is a plus.
• Proficient in troubleshooting technical issues with ease.
• Experience using support tools such as Zendesk, Intercom and the Atlassian suite is a plus.
• Fluency in languages other than English is a plus.

Personal attributes

• Motivated and curious, you love absorbing new information and are able to reliably recall and figure out how to rapidly apply it. You have the courage, when appropriate to learn new technology rather than sticking to what you know already.
• Demonstrates excellent communication skills. You communicate clearly in both written and spoken language. You listen attentively; you process and comprehend what you hear. You are also confident enough to ask questions and to clarify ambiguous points.
• With proven leadership capabilities, you are able to demonstrate how you have successfully implemented your projects by delivering through others.
• You are results-driven and can demonstrate how you have delivered effective solutions in a timely manner.
• Ability to convince others to expressed point of view and gain acceptance and agreement of plans.
• You are comfortable taking ownership and accountability for your work whilst working effectively as part of a larger team.
• You have excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data. You take your time to get things right the first time.
• You have proven experience in challenging and questioning the status quo. You enjoy suggesting and implementing creative and innovative solutions to improve the way things get done.
• Track record of identifying problems, analysing options and deploying sound decision-making skills.

Our shared attributes

• You are both passionate and measured. You carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture, and build for the long term.
• You are transparent in your approach and enjoy healthy, respectful debate. You work hard to build open and honest collaborative relationships.
• You get things done and seek to continually improve. Your customers want you on their team.
• You are passionate about the value of food and are committed to the fight against food waste.
• You are humble in approach and quick to pitch in if you see someone struggling.

Benefits

Benefits

• Competitive base salary. 
• Meal tickets - 35 RON per working day.
• 2 Wellness hours per month plus a 274 RON gross monthly wellness allowance or the option to swap the wellness allowance for a 7Card subscription. 
• 25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave. 
• Company part-funded private health insurance and eye care allowance.
• Life insurance (3 times base salary). 
• Company stock options package. 
• Eligible for discretionary annual bonus.
• Employee Assistance Programme - 24/7 helpline for your wellbeing.
• Learning and development allowance of 1,730 RON annually. 
• Hybrid way of working - we’re all in the office on Wednesdays and Thursdays.
• Company provided breakfast & snacks on office days.
• Early Finish Fridays - log off at 3 PM on a Friday if you have completed your tasks by then
• Our own office space with a great working environment 
• You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste
• Committed team members with broad experience who share a common passion to build a world-class business.