Tier 2 Technical Support Agent



IT, Customer Service
Posted on Saturday, November 11, 2023
Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered both in Miami and Tel-Aviv, we’re now building our team in NYC. Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.

Tier 2 Technical Support team members are responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of the first level customer service representatives (Tier-1 Customer Care). Team is dealing with events that could not be solved by other teams and require more in-depth advanced technical help.

You will report directly to the Tier-2 Team Lead!

During your shift, you will be responsible for these main activities:

  • Handling incoming tier-2 escalations (usually coming through Slack channel) and providing solution when possible
  • Monitoring our system’s health to provide fast response in case of any failure
  • Providing assistance to other Sauce employees such as our Customer Success and Sales teams
  • Escalating issues to R&D when required after collecting all the issue information and providing to R&D for additional investigation

Communication is crucial to the success of this role!

Shift Schedule: 5 days a week (inclusive of weekend days when needed), 9 hours a day with one hour paid lunch

What You'll Do:

  • Handle incoming Tier-2 Escalations (typically through Slack) and provide solutions when possible
  • Create Jira tickets with all the relevant details, troubleshoot the issue based on the Playbook and communicate back the status of the issue to the relevant teams and stakeholders
  • Monitor our system’s health to provide fast response in case of any failures
  • Provide assistance to other Sauce employees such as our Customer Success and Sales teams when needed
  • Escalate issues to R&D when required after collecting all the necessary information and sharing with R&D for additional investigation
  • Take part in a constant process of training and improvement with your TL to constantly raise the level of your expertise

What You Bring:

  • Strong problem-solving skills
  • Experience in a technical role (engineering, technical support)
  • Ability to understand and solve technical issues with a little guidance
  • Experience working with MongoDB, Loggly, Jira and/or Slack would be a big plus
  • Patient and understanding with high attention to detail
  • Customer-focused with a positive attitude
  • Strong communication skills
  • Ability to take initiative
  • English-Speaking, but Bilingual would be a plus (English + Spanish)
  • Previous experience working with restaurant industry customers, both restaurants and their diners
  • You have a(n):
  • Private working space with a steady internet connection
  • Computer or laptop
  • Keyboard and mouse, working webcam and headset with a microphone
  • Primary 24” computer monitor
  • Additional 24” computer monitor (preferred)

What We Offer:

  • Strong & Competitive Compensation Package
  • Flexible Work Environment
  • 10 Paid Personal/Vacation Days
  • 5 Paid Sick Days
  • Quarterly Team Dinners & Events!
  • The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!

Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.