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 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 TroubleshootingOwn 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 & EscalationDocument 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 CollaborationWork closely with SMEs, networking engineers, and project managers Support infrastructure changes and product updates that affect support workflows Support & MentorshipGuide and coach Tier 1 agents through complex troubleshooting Assist in onboarding and training new hires on restaurant tech tools and best practices Continuous ImprovementIdentify trends and suggest improvements to reduce recurring issues Recommend ways to enhance workflows, tools, or documentation Documentation & Knowledge SharingContribute 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 Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job 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 in Mexico . ANALISTA DE SUPORTE - PORTO ALEGRE/RS - PORTO ALEGRE RS - 4891 Technical Customer Support Representative Techical Support Specialist (America) - Entry Level Technical Support - Tier 1+2 (B2B focussed) Technical Support Engineer (Remote, MEX) Mexico City Metropolitan Area 4 weeks ago Technical Support Specialist - North Latam Production Support Analyst - Remote Work Technical Support Analyst / Customer Support Rep | 100% Remote | Perfect Engilsh Required | Construction SaaS | CLUE (getclue.com) Technical Support Analyst / Customer Support Rep | 100% Remote | Perfect Engilsh Required | Construction SaaS | CLUE (getclue.com) Mexico MX$240,000.00-MX$400, hours ago Technical Support Analyst / Customer Support Rep | 100% Remote | Perfect Engilsh Required | Construction SaaS | CLUE (getclue.com) Technical Support Analyst / Customer Support Rep | 100% Remote | Perfect Engilsh Required | Construction SaaS | CLUE (getclue.com) Technical Support and Operations Analyst - Sales Systems L4 Technical Product Support and Services Engineer We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr