L2 Support Specialist

PAR Technology
Serbia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Analytical thinking","Attention to detail","Structured troubleshooting","Customer service","Collaboration"]

Deliver second-level technical support in a 24x7x365 environment, troubleshooting complex issues escalated from first-level teams. Diagnose and resolve customer-reported bugs, system errors, and configuration problems across software and potential third-party hardware, and clearly communicate technical concepts to non-technical users. Maintain accurate documentation in ticketing/knowledge-base systems, identify recurring issues, and collaborate with L1, Development, and QA to improve escalations and customer satisfaction.

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FursaFursa
PAR Technology
PAR Technology
5 days ago

L2 Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Deliver second-level technical support in a 24x7x365 environment, troubleshooting complex issues escalated from first-level teams. Diagnose and resolve customer-reported bugs, system errors, and configuration problems across software and potential third-party hardware, and clearly communicate technical concepts to non-technical users. Maintain accurate documentation in ticketing/knowledge-base systems, identify recurring issues, and collaborate with L1, Development, and QA to improve escalations and customer satisfaction.
Location: Serbia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide second-level technical support to customers through multiple channels.
  • •Diagnose and troubleshoot complex software issues and possible third-party hardware issues.
  • •Investigate and resolve customer-reported bugs, system errors, and configuration problems.
  • •Collaborate with first-level support and third-level teams to manage escalations.
  • •Document customer interactions, investigations, and resolutions in ticketing/knowledge-base systems.

Key Requirements

  • •Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • •Proven technical support experience, preferably in a SaaS environment.
  • •Experience with ticketing/CRM tools such as Jira, Salesforce, or Zendesk.
  • •Fluent English (verbal and written).
  • •Ability to troubleshoot web and mobile applications and apply networking knowledge (TCP/IP, DNS).
Experience:SaaS
Education:Bachelor's in Computer Science, Information Technology, or related field
Skills:Analytical thinkingAttention to detailStructured troubleshootingCustomer serviceCollaboration
Languages:English
Tech Stack:JiraSalesforceZendeskTCP/IPDNSAPIsPostmanSQLJavaScriptMS Teams

Company Brief

PAR Technology
Provides unified software, hardware and services for restaurant and retail operations, including POS, digital ordering, loyalty, back-office, payments and hardware solutions for chains and independent operators worldwide.
Industry: Restaurants & Food Service
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New Hartford, United States
Founded: 1968
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn