**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.** tKMg0G6s5e