Asset Management Specialist, Owner.com

• You probably will not check every box below. We are intentionally open to several backgrounds: IT asset managers, hardware support engineers, MDM administrators, or hybrid IT ops and CS enablement profiles
• What we care about is that you have a foundation in this kind of work, in some form, the drive to grow into the parts you have not done yet, and opinions about how it should run
• 3-4 years of relevant experience across some combination of: IT asset management, hardware support engineering, MDM administration (Esper, Hexnode, Kandji, Jamf, or similar), field operations, or customer-facing IT for a hardware product
• Hands-on exposure to the operational reality of a deployed hardware fleet: RMA workflows, vendor RCA conversations, reverse logistics, asset data hygiene
• Strong systems thinking. You can look at a process that runs on tribal knowledge and turn it into something repeatable, documented, and measurable
• Writing chops. Troubleshooting playbooks live or die on the quality of the writing
• Comfort working with engineers as peers. You will be embedded in an engineering team and will help shape the tools we build
• Track record of partnering with customer-facing teams to make their work easier

Desirable

• At Owner, we help independent restaurant brands compete and win. Our POS hardware is one of the most direct ways we do that. Thousands of restaurants will depend on a fleet of Owner-shipped tablets, card readers, printers, routers, and kiosks to run their business every day. That fleet has to be deployed, tracked, swapped, repaired, and retired without ever losing revenue for the merchant
• That lifecycle runs on heroics today. Salesforce is the system of record for what shipped where, but it drifts the moment a device is swapped in the field. Defective hardware comes back ad-hoc with no clean RMA process. Our support team burns the first half of every call asking diagnostic questions because there is no shared playbook for the issues we see again and again. None of this scales past the size we are at today
• We are hiring a IT Asset Management Lead to own this end-to-end. You will be the single person accountable for the health, accuracy, and operational rigor of every customer-deployed asset Owner ships. You will partner closely with our Logistics team on the inbound and outbound flow of hardware, with our IT team on the systems that track it, with our Support organization on the playbooks that resolve issues, and with Engineering on the tooling that makes all of this visible
• This is a senior individual-contributor role to start, with the scope set up to grow into managing a team as the function matures
• Own customer asset lifecycle end-to-end: deployment, swaps and replacements in the field, RMA, and end-of-life. Make our asset data trustworthy as we scale
• Stand up the RMA process for field-defective hardware. Triage QA failures, drive root-cause conversations with vendors, and feed what we learn back into purchasing and engineering decisions
• Guide purchasing decisions on customer peripherals (cables, charging bases, readers, printers, routers). Use field failure data to make us pickier about what we buy and ship
• Drive the long tail of our Hexnode to Esper migration to completion. Own the cleanup of devices stuck in transition states
• Build the troubleshooting playbooks that let our Tier 2 and eventually Tier 1 support teams resolve hardware issues without escalating
• Participate in rollout and rollback initiatives for fleet-wide hardware refreshes and configuration changes
• Be a first-class voice in the design of our fleet management tooling: per-location device view, CMDB, and guided-troubleshooting surface
• Who you’ll work with:
• The Senior Engineering Manager for POS (your direct manager) and the broader POS engineering team
• Our Logistics team on inbound and outbound flow, vendor management, and reverse logistics
• Our IT team on MDM, asset systems, and corporate fleet partnership
• Our Customer Support organization (Tier 1, Tier 2, Director of Support) on troubleshooting playbooks and escalation
• Our Device Labs engineer on the dividing line between EPD work and operational work
• External hardware vendors on QA, RMA, and root cause

• Recruiter Screen — 30-minute video call to align on your background, what you're looking for, and answer any early questions
• Hiring Manager Screen — 30-minute video interview with the hiring manager to go deeper on your experience and how you work
• Full Interview Round — 1-hour video interview with senior stakeholders on the team covering your skills, approach, and how you'd show up in the role
• Final Round — 30-minute video conversation with a senior leadership member