Tier 2 Technical Support Agent (Servers)
Tier 2 Technical Support Agent (Servers)
4 weeks ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. 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 ideal 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 adaptable schedules and rotating on-call shifts
Bonus points for technical certifications like
Comp TIA 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
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📌 Tier 2 technical support agent (servers) (Ejido de la Finca)
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