--- title: 'Middleware Solutions Engineer I at Otter' canonical: 'https://feeny.ai/job/middleware-solutions-engineer-i-otter-los-angeles-20kb2ggsdcgr' type: 'job' last_seen: '2026-09-07' --- # Middleware Solutions Engineer I at Otter - **Company:** Otter - **Location:** Los Angeles, CA - **Posted:** 2026-08-24 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/otter/jobs/8716964002 ## Job description ## Who we are In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. ## About the role We are looking for a Solutions Engineer who combines strong technical problem-solving skills with customer/partner-facing relationship management and operational leadership. In this role, you will manage complex technical relationships with POS providers and restaurant partners, support strategic integrations, and handle escalated operational requests for high-visibility customers.You will proactively identify technical risks, drive issues through resolution, and ensure partners have a reliable and successful experience. You will act as the bridge between Product, Engineering, Operations, Customer Success, Sales, and external partners, ensuring technical excellence while improving internal processes and customer outcomes. This is a highly autonomous, impact-driven role with the opportunity to influence technical decisions, shape engagement models, and continuously improve our production standards. ## What you will do Technical Account Management & Partner Ownership - Manage key technical relationships with external POS providers and restaurant groups across regional and global markets - Own merchant technical discoveries (Sales Eng), technical deployment, and execution for both one-to-one and scaled partner engagements - Support Enterprise and Strategic Sales Engineering in pre-sales technical conversations - Ensure smooth integration and expansion of new technology solutions Technical Operations & Escalation Management - Handle complex escalated technical requests from internal teams and high-visibility customers - Diagnose, troubleshoot, and resolve production issues with urgency and empathy - Perform configuration changes, deployments, and product expansions - Establish clear scope, documentation, and ETA expectations for technical engagements - Develop workarounds and scalable solutions when standard paths do not exist Product & Engineering Collaboration - Partner closely with Product, Engineering, Operations, and Customer Success teams - Collect and document partner feedback and prioritize feature requests - Contribute to improving product reliability and market offering - Influence technical decisions and propose innovative solutions Process & Automation Improvement - Identify gaps and inefficiencies in tools, workflows, and engagement models - Develop automation tools and scripts to increase efficiency - Improve internal production standards and documentation - Manage and prioritize support tickets to ensure timely resolution ## What we are looking for ## Experience - 2 to 5 years of customer-facing technical support, technical operations, or technical account management experience - Experience managing technical projects or coordinating implementations - Experience working with POS systems, restaurant technology, or delivery platforms is highly preferred - Experience working in production systems in cloud environments such as GCP or AWS Technical Skills - Strong technical troubleshooting and root cause analysis skills - Working knowledge of SQL - Familiar with at least one language, JS or Python preferred - Familiarity with APIs and high-level software architecture concepts - Experience with monitoring tools and production systems - Experience with JIRA or similar project management tools is a plus Core Competencies - Strong ownership mentality and bias for action - Ability to manage complex escalations calmly and effectively - Detail-oriented and highly organized - Ability to thrive in fast-moving and ambiguous environments - Excellent cross-functional collaboration skills - Proactive mindset focused on process improvement and operational excellence ## Why join us - Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030. - Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. - Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success. What else you need to know This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. The base salary range for this role is $93,000  - $109,000 per year. Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications. Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus. Benefits Summary (USA Full-Time Exempt Employees): - Medical, dental, and vision insurance (multiple plans, incl. HSA options). - Company-paid life and disability insurance (short- and long-term). - Voluntary insurance: accident, critical illness, hospital indemnity. - Optional supplemental life insurance for self, spouse, and children. - Pet insurance discount. - 401(k). - Health Savings Account (HSA) - Flexible Spending Accounts (Healthcare, Dependent Care, Commuter) - Time Off policies: - Discretionary vacation days - 8 paid holidays per year - Paid sick time - Paid Bereavement leave - Paid Parental Leave Benefits are subject to change at the company's discretion. Atoms accepts applications on an ongoing basis. Ready to join us as we serve those who serve others? #LI-Onsite ## About Otter ## Company Overview - **One-liner**: Otter provides a multichannel POS system and restaurant operating system that unifies in-store, online, and delivery orders, payments, and operations for restaurants of all sizes. - **Entity Type**: Private (Privately Held) - **Headquarters**: Los Angeles, California, United States - **Founded**: 2020 - **Founders**: Not publicly available ## Core Business - **Primary industry**: Restaurant technology, point-of-sale (POS) systems, food service software. - **Target customers**: B2B – quick-service restaurants, multi-location chains, and enterprise restaurants. - **Mission**: “Building the operating system that connects the disconnected systems restaurants use” – unifying POS, delivery apps, kiosks, payments, and operations into a single platform. ## Products & Services - **Otter POS**: All-in-one restaurant POS for in-store, pickup, delivery, and online ordering. Includes hardware bundles (single/dual screen terminals, tablets, card readers, printers), low processing fees (2.39% + 15¢), offline mode, and live alerts. Onboarding in 7 days or less. - **Otter Enterprise**: Multi-location management platform for chains – unified menu management, revenue analytics, business continuity, and virtual brand management. Serves thousands of restaurants in over 40 countries. - **Online Ordering**: Direct-to-consumer ordering channel integrated with the POS. - **Integrations**: 100+ integrations with delivery platforms (DoorDash, Uber Eats), payment processors, kiosks, and other restaurant tools. ## Market Standing - **Valuation / Market Cap**: Not disclosed (private company). - **Key Metric**: Over 1 billion orders processed; 100,000+ restaurants worldwide (homepage) and 275,000+ customers (enterprise page). - **Notable Investors / Partners**: Not publicly listed; major integration partners include DoorDash, Uber Eats, Stripe. - **Growth Signals**: Employee headcount grew 46% YoY (196 employees as of mid-2026); operates in 16 countries; 35 active job postings (up 337% year-over-year); expanding enterprise capabilities and product-led growth initiatives. ## Competitive Advantages - **All-in-one platform**: Replaces multiple disconnected systems, reducing complexity and cost for restaurant operators. - **Low processing fees**: Industry-leading 2.39% + 15¢ per transaction. - **Built by operators**: Designed by and for restaurant operators, with features like offline mode, real-time alerts, and unified menu management. - **Rapid onboarding**: Specialists get restaurants set up in 7 days or less. - **Scalable**: Serves from single-location independents to large enterprise chains (e.g., United Pacific). ## Strategic Focus - **Enterprise expansion**: Deepening capabilities for multi-location chains (revenue analytics, business continuity, virtual brands). - **Product-led growth**: Hiring for product-led growth engineering and growth marketing roles. - **AI-driven features**: AI-powered promotions on delivery apps and other innovations. - **Global reach**: Operating in over 40 countries, with POS currently available in the US and Canada. ## Why Work Here - **Culture**: Described as “driven, collaborative, eclectic & fun” with a motto of “With grit comes glory.” Emphasis on diversity and inclusion (“We like you for you”). - **Perks**: Competitive pay plus equity, generous vacation policy, flexible work arrangements, and a fun office environment (bake-offs, beer-pong, barre classes). - **Work model**: Hybrid/remote depending on role; offices in Los Angeles (HQ), San Francisco, Seattle, Mountain View, Toronto, Phoenix, and international locations. - **Engineering culture**: Modern tech stack, opportunity to build foundational restaurant technology, and a focus on innovation (streaming data, menu platforms, PLG). ## Sources 1. [tryotter.com](https://www.tryotter.com/) 2. [tryotter.com/jobs](https://tryotter.com/jobs) 3. [linkedin.com/company/try-otter](https://www.linkedin.com/company/try-otter) 4. [helpdesk.tryotter.com](https://helpdesk.tryotter.com/hc/en-us/articles/26596326146707-Otter-POS-Introduction) 5. [why.tryotter.com/enterprise](https://why.tryotter.com/enterprise) 6. 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