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Tendril · 1 month ago

Tier 2 Technical Support Agent (Graveyard Shift)

United States

Full-time

Remote

Mid Level

3+ years exp

Science On Call is a company that supports restaurants by ensuring their technology runs smoothly. As a Tier 2 Technical Support Agent, you will be responsible for resolving complex technical issues, mentoring Tier 1 agents, and collaborating with technical teams to enhance support workflows.

SaaSSales AutomationSales EnablementSoftware

Responsibilities

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

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

Work closely with SMEs, networking engineers, and project managers

Support infrastructure changes and product updates that affect support workflows

Guide and coach Tier 1 agents through complex troubleshooting

Assist in onboarding and training new hires on restaurant tech tools and best practices

Identify trends and suggest improvements to reduce recurring issues

Recommend ways to enhance workflows, tools, or documentation

Contribute to the internal knowledge base with detailed technical documentation

Help make troubleshooting faster for everyone by sharing what you’ve learned

Qualification

IT support experienceRestaurant technologyServer environmentsNetworkingPOS troubleshootingCompTIA Network+Microsoft Certified Windows ServerEnglish communicationProblem-solving