Middleware Solutions Engineer I

🏢 Otter · 📍 Los Angeles, CA 💰 $93,000 - $93,000 / yr

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Position Summary & Responsibilities

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

🎯 Candidate Preparation Guide For Otter Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Interviews focus on your ability to drive hyper-growth in fast-paced environments while maintaining product-led growth and merchant obsession.

📋 Preparation Priorities (Key Areas to Clarify):

1. Slow-moving, enterprise-bureaucratic mentality that clashes with startup speed
2. Disconnection from frontline customer pain points and merchant unit economics
3. Inability to pivot strategy rapidly when market conditions shift

✨ Recommended Role Alignment Hook:

I specialize in accelerating merchant growth and retention by relentlessly removing friction from the product-to-market loop.

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