Tier 3 Technical Specialist

Team: Support Operations
Location: Remote

Reports To: Team Lead & Operations Manager
Employment Type: Full Time

Role Purpose

TheTier 3 Technical Specialist serves as a senior technical resource within the Support organization, focused on the most advanced escalations, complex break fix issues, high risk customer situations, and key account support needs.

The ideal candidate brings strong PAR and restaurant technology expertise, excellent judgment, comfort in fast moving environments, and the ability to balance advanced troubleshooting with polished communication and strong customer ownership.

This role is responsible for driving technical resolution across complex restaurant technology environments while helping the broader Support team scale its troubleshooting quality, documentation standards, and escalation judgment. In addition to serving as a senior escalation point, this role may also provide specialized support for priority customers requiring a high touch and high confidence support experience.

Primary Functions

  • Handle advanced escalations from Tier 2 involving complex technical troubleshooting, recurring issues, unstable environments, sensitive customer situations, and high impact operational concerns

  • Serve as a senior technical resource for PAR POS, PAR Brink, and Punchh related troubleshooting, including complex issues involving credit card readers, tablets, and payment terminals

  • Serve as a senior technical point of contact during urgent service disruptions, high priority incidents, and escalations involving key customers or brands

  • Provide specialized support for priority accounts as needed, including helping deliver a white glove support experience during rollouts, transitions, and high visibility customer moments

  • Partner closely with Tier 2, Team Leads, and Support leadership to determine next steps on high risk tickets, critical escalations, and customer impacting technical issues

  • Work cross functionally with Product,Customer Experience, vendors, external partners, and brand stakeholders when deeper investigation or system level coordination is required

  • Identify repeat failure points, support trends, and technical knowledge gaps, then recommend improvements to workflows, documentation, escalation pathways, and team readiness

  • Create, refine, and maintain internal troubleshooting guides, customer specific support materials, escalation standards, and technical documentation

  • Support escalation quality control by ensuring tickets include strong troubleshooting detail, clear summaries, customer impact, next steps, and appropriate internal notes

  • Coach and mentor Tier 2 team members by strengthening troubleshooting quality, escalation judgment, and confidence in handling more advanced restaurant technology issues

  • Provide feedback on support workflows, queue design, tooling, automation opportunities, and AI assisted guidance that can improve scale and technical consistency

  • Be flexible in coverage based on business need, including the possibility of weekend support or a schedule designed around priority customer demand and rollout support

Key Responsibilities

  • Advanced break/fix troubleshooting

  • Root cause analysis and issue pattern identification

  • PAR and Toast troubleshooting

  • POS and online ordering support

  • Hardware, peripheral, and store technology support

  • Vendor and partner coordination

  • Escalation quality and technical guidance

  • High priority customer and brand support

  • White glove rollout support

  • Process improvement and documentation

  • Incident support and follow through

  • Complex restaurant technology support

  • Escalation quality and technical guidance

  • Process improvement and documentation

  • Incident support and follow through

  • Cross functional investigation and communication

What Success Looks Like

  • Complex technical issues are resolved faster with strong ownership, clearer direction, and better follow through

  • Tier 2 escalations arrive with stronger troubleshooting detail and are more effectively guided to resolution

  • Priority customers feel supported, informed, and confident during high risk situations and rollout periods

  • The team is better prepared to support phased customer growth without losing service quality

  • Technical documentation, customer specific guidance, and escalation pathways improve over time

  • Recurring issue patterns are identified earlier and addressed before they create ongoing noise

  • The broader Support team becomes more technically capable because of the knowledge, structure, and coaching this role provides

  • This person helps raise the bar for both technical excellence and customer confidence in high visibility support situations

  • This person helps strengthen our coverage for high priority customer needs and is flexible during evenings, weekends, and phased rollout periods

Qualifications

Required

  • 3+ years of experience in advanced technical support, restaurant technology support, SaaS support, POS support, networking support, or a similar troubleshooting heavy environment

  • 3+ years of hands on experience troubleshooting PAR POS, PAR Brink, and Punchh, including Tier 3 level resolutions involving credit card readers, payment workflows, tablets, and payment terminals

  • Strong troubleshooting experience across multiple systems and issue types, not just a single product area

  • Experience supporting restaurant technology environments such as POS systems including PAR and Toast, online ordering platforms, payment terminals, printers, kitchen display systems, tablets, networking equipment, or store peripherals

  • Ability to manage high priority escalations with strong ownership, calm judgment, and a clear sense of urgency

  • Comfort supporting key customers or high visibility brands where communication quality and customer confidence matter as much as technical accuracy

  • Ability to work across multiple tools and balance technical investigation with operational awareness and customer experience

  • Strong written documentation skills and the ability to clearly capture troubleshooting steps, customer impact, and resolution paths

  • Ability to identify patterns, think beyond one off ticket handling, and contribute to scalable support improvements

  • Comfort working in a fast moving startup environment where priorities can shift quickly and flexibility is required

  • Our customers are open nights and weekends, and so are we. Expect evening and weekend shifts as part of your initial scheduled working hours

Preferred

  • Zendesk or similar ticketing platform experience

  • Documentation and process improvement experience

  • Experience mentoring others or serving as a subject matter expert

  • Experience supporting phased rollouts, high priority accounts, or white glove customer environments

  • Deep restaurant technology experience

  • Toast POS experience

  • Card reader and payment device troubleshooting

  • Networking fundamentals

  • Vendor escalation management

  • Root cause analysis

At Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed.

Meet the Founders
Meet the Founders

Our Core Values:

Be Human – Show up every day with humility, empathy, and generosity.

Own Your Limits – Be honest, ask for help, and trust the team.

Seek Solutions – Bring solutions (rather than problems) to the table.

Sustain a Growth Mindset – See potential, keep learning, aspire