Tier 2 Technical Support Agent (Servers)

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 TimeAre you the person everyone turns to when tech goes sideways — and youlovebeing 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. AtScience On Call , we support restaurants by keeping their technology online and running smoothly. As aTier 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 DoYou’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 TroubleshootingOwn and resolve escalated support cases from Tier 1 agentsTackle advanced server, POS, hardware, and connectivity issuesHandle user administration and system configuration tasksConduct root cause analysis for recurring issuesTicket Management & EscalationDocument all steps, resolutions, and communications clearly (e.g., Zendesk, ServiceNow)Escalate unresolved issues to subject matter experts or engineers with complete technical detailsTrack open escalations and ensure customers stay in the loopCross-Team CollaborationWork closely with SMEs, networking engineers, and project managersSupport infrastructure changes and product updates that affect support workflowsSupport & MentorshipGuide and coach Tier 1 agents through complex troubleshootingAssist in onboarding and training new hires on restaurant tech tools and best practicesContinuous ImprovementIdentify trends and suggest improvements to reduce recurring issuesRecommend ways to enhance workflows, tools, or documentationDocumentation & Knowledge SharingContribute to the internal knowledge base with detailed technical documentationHelp make troubleshooting faster for everyone by sharing what you’ve learnedWhat You Bring3–5+ yearsof experience in IT support, with1–2 years in a Tier 2 or similar technical roleHands-on experience withrestaurant technology , such as Toast, PAR POS, NCR Aloha, etc.Solid understanding ofserver environments, networking, and POS troubleshootingExcellentEnglish communicationskills — both written and verbalCalm, focused approach to problem-solving under pressureWillingness to work flexible schedules and rotating on-call shiftsBonus points for technical certifications likeCompTIA Network+orMicrosoft Certified: Windows ServerWho We AreAtScience 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 ValuesBe 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 levelSeniority level Mid-Senior level Employment typeEmployment type Full-time Job functionJob function Customer Service Industries Wireless Services, Telecommunications, and Communications Equipment Manufacturing Referrals increase your chances of interviewing at Tendril by 2x Get notified about new Technical Support Representative jobs inMexico . 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Creado: Jue, 01 de Ene de 1970