Tier 2 Technical Support Agent (Servers) Tier 2 Technical Support Agent (Servers)

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Location: Remote | Schedule: Tues–Sat or Sun–Thurs (2 PM–10 PM or 1 PM starts, with rotating on-call coverage)
Department: Technical Support | Reports to: Support Lead

Location: Remote | Schedule: Tues–Sat or Sun–Thurs (2 PM–10 PM or 1 PM starts, with rotating on-call coverage)
Department: Technical Support | Reports to: Support Lead

Help Keep Restaurants Running — One Solution at a Time

Are you the person everyone turns to when tech goes sideways — and you love being that person? Do you thrive in high-pressure situations, solving problems that others can’t? If so, you might be exactly who we’re looking for.

At Science On Call , we support restaurants by keeping their technology online and running smoothly. As a Tier 2 Technical Support Agent , you'll be the go-to expert for complex, escalated issues involving restaurant technology — from POS systems and servers to network infrastructure. This is a fast-paced, hands-on role idóneo for someone who’s technically sharp, thrives on helping others, and knows the ins and outs of restaurant operations.

What You’ll Do

You’ll serve as a critical link between Tier 1 support and specialized technical teams. You’ll troubleshoot, mentor, document, and collaborate — all with the goal of getting our customers back up and running fast.

Advanced Troubleshooting

- Own and resolve escalated support cases from Tier 1 agents

- Tackle advanced server, POS, hardware, and connectivity issues

- Handle user administration and system configuration tasks

- Conduct root cause analysis for recurring issues

Ticket Management & Escalation
- Document all steps, resolutions, and communications clearly (e.g., Zendesk, Service Now)

- Escalate unresolved issues to subject matter experts or engineers with complete technical details

- Track open escalations and ensure customers stay in the loop





Cross-Team Collaboration
- Work closely with SMEs, networking engineers, and project managers

- Support infrastructure changes and product updates that affect support workflows

Support & Mentorship
- Guide and coach Tier 1 agents through complex troubleshooting

- Assist in onboarding and training new hires on restaurant tech tools and best practices

Continuous Improvement
- Identify trends and suggest improvements to reduce recurring issues

- Recommend ways to enhance workflows, tools, or documentation

Documentation & Knowledge Sharing
- Contribute to the internal knowledge base with detailed technical documentation

- Help make troubleshooting faster for everyone by sharing what you’ve learned

What You Bring

- 3–5+ years of experience in IT support, with 1–2 years in a Tier 2 or similar technical role

- Hands-on experience with restaurant technology , such as Toast, PAR POS, NCR Aloha, etc.

- Solid understanding of server environments, networking, and POS troubleshooting

- Excellent English communication skills — both written and verbal

- Calm, focused approach to problem-solving under pressure

- Willingness to work flexible schedules and rotating on-call shifts

- Bonus points for technical certifications like CompTIA Network+ or Microsoft Certified: Windows Server

Who We Are

At Science On Call , we make restaurant technology reliable, scalable, and stress-free. We work behind the scenes to ensure our customers can focus on what they do best — delivering great service.

Our Core Values

Be Human – Approach every interaction with humility, empathy, and generosity.
Own Your Limits – Be honest about what you don’t know, ask for help,



and support the team.
Seek Solutions – Don’t just point out problems — be part of the fix.
Sustain a Growth Mindset – Stay curious, keep learning, and strive for better every day.

If you're ready to use your technical expertise to make a real impact — and help restaurants succeed — we want to hear from you.

Apply now and join a mission-driven, tech-savvy team that's powering hospitality behind the scenes.

Seniority level

- Seniority level Mid-Senior level

Employment type

- Employment type Full-time

Job function

- Job function Customer Service
- Industries Wireless Services, Telecommunications, and Communications Equipment Manufacturing

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📌 Tier 2 Technical Support Agent (Servers) (México)
🏢 Tendril
📍 México