Tier 2 Technical Support Agent (Graveyard Shift)

Location: Remote | Schedule: Tues–Sat (11 PM–7 AM or 8 AM)
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.