Tier 3 Technical Specialist

Team: Support Operations
Location: Remote
Reports To: Team Lead & Operations Manager
Employment Type: Full Time
Salary Range: $70k-$80k

Role Purpose

The Tier 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 POS and other 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

Advanced Support & Escalations

  • Own complex escalations from Tier 2, including recurring issues, unstable environments, and high-impact incidents
  • Lead troubleshooting for PAR POS, PAR Brink, Punchh, and related hardware (payment devices, tablets, terminals)
  • Act as a technical lead during outages and high-priority customer situations

Customer & Cross-Functional Support

  • Support key accounts and high-visibility customers during critical moments and rollouts
  • Partner with Product, CX, vendors, and external stakeholders to drive resolution

Process & Quality Improvement

  • Identify trends and recurring failures, then improve workflows and escalation paths
  • Create and maintain troubleshooting guides and internal documentation
  • Ensure escalation quality with clear notes, impact summaries, and next steps

Team Enablement

  • Mentor Tier 2 team members on troubleshooting and escalation judgment
  • Help improve tooling, automation, and AI-assisted workflows

Coverage

  • Support business needs including evenings and weekends as required

Key Responsibilities

  • Advanced break/fix troubleshooting
  • Root cause analysis and issue pattern identification
  • POS troubleshooting (PAR and Toast) and online ordering support
  • Hardware, peripheral, and complex store technology support
  • Vendor and partner coordination
  • Escalation quality and technical guidance
  • White glove rollout support
  • High priority customer and brand support
  • Process improvement and documentation
  • Incident support and follow through
  • Cross functional investigation and communication

What Success Looks Like

  • Faster resolution of complex issues with strong ownership
  • Higher-quality escalations from Tier 2
  • Improved documentation and repeatable troubleshooting practices
  • Better support for high-priority customers and rollouts
  • Increased technical capability across the team

Qualifications

Required

  • 3+ years troubleshooting PAR POS, PAR Brink, and Punchh at an advanced level
  • Strong experience across POS systems, payments, hardware, and store technology
  • Proven ability to manage high-priority escalations with urgency and ownership
  • Clear written communication and documentation skills
  • Ability to identify patterns and drive scalable improvements
  • Comfortable in a fast-paced, startup environment
  • Willingness to work evenings and weekends as needed

Preferred

  • Toast POS experience
  • Payment device and networking knowledge
  • Vendor escalation experience
  • Zendesk or similar ticketing platform
  • Experience mentoring or acting as a subject matter expert
  • Experience supporting rollouts or high-touch customer environments

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.