Tier 2 Technical Support Agent (Servers) Tier 2 Technical Support Agent (Servers) 4 weeks ago Be among the first 25 applicants
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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 adecuado 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