Tier 2 Support Specialist - Freelance, Remote

Job description

**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.