Tier 2 Technical Support Agent (Servers)

Tendril

México

A distancia

MXN 240.000 - 400.000

Jornada completa

14 días+

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Descripción de la vacante

A dynamic company in the restaurant technology sector seeks a Tier 2 Technical Support Agent. In this remote role, you'll troubleshoot and resolve complex technical issues, guide Tier 1 support, and collaborate across teams to enhance customer service. Candidates should have extensive experience in IT support, particularly with restaurant technology, and excellent communication skills. This position offers the opportunity to make a significant impact in a fast-paced environment while contributing to the success of restaurants nationwide.

Formación

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

Responsabilidades

Own and resolve escalated support cases from Tier 1 agents.
Document all steps clearly and escalate unresolved issues.
Guide and coach Tier 1 agents through complex troubleshooting.

Conocimientos

Expertise in restaurant technology

Server troubleshooting

Networking knowledge

Excellent communication skills

Educación

3-5+ years in IT support

Herramientas

Zendesk

ServiceNow

Descripción del empleo

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

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, ServiceNow)
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