About this role
About the Client Our client is an AI-enabled technology support provider built exclusively for the restaurant industry, offering 24/7 coverage across POS, KDS, online ordering, networking, and other core restaurant tech platforms. They serve multi-unit restaurant brands nationwide, combining a "we solve it ourselves" philosophy with fast, always-on responsiveness so restaurant teams can stay focused on running their business instead of fighting their tech. Their support model is built on tiered, structured escalation — ensuring every issue reaches the right level of expertise quickly, without unnecessary back-and-forth for the customer. Why does this role exist? Frontline agents resolve routine, first-contact issues quickly — but restaurant technology problems don't stop there. Point-of-sale failures, networking outages, and platform-specific configuration issues need someone with deeper technical know-how who can pick up where Tier 1 leaves off, diagnose the real root cause, and close the loop without customers having to repeat themselves. This role exists to be that next layer of expertise: someone who can take a well-documented escalation and turn it into a confident resolution, protecting both the customer relationship and the restaurant's ability to keep operating without disruption. Escalation Ownership & Resolution Receive and take ownership of escalated tickets from Tier 1 with full troubleshooting context Diagnose and resolve more complex technical issues beyond first-contact scope Close the loop with customers clearly once a resolution is reached Technical Troubleshooting & Execution Provide hands-on support for POS platforms (e.g., Toast, PAR, NCR Aloha), online ordering, and networking issues Investigate root causes rather than applying temporary workarounds Coordinate with third-party vendors when an issue requires external support Ticket Hygiene & Queue Management Fully review escalated tickets before taking action, validating subject line, problem statement, type, category, platform, and priority Maintain SLA alignment and keep the escalations queue current and organized Ensure any further escalation includes complete documentation and troubleshooting history Customer Communication Communicate clearly, calmly, and professionally, especially when resolution requires more time Provide realistic timelines and avoid over-promising resolution Keep customers informed and confident throughout multi-step troubleshooting Knowledge Base & Process Contribution Use and help maintain internal documentation and predefined workflows Flag outdated, missing, or unclear documentation Share recurring issue trends and root-cause patterns with Shift Leads and the Support Operations Manager