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 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 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