L2 Support Specialist

L2 Support Specialist

For over four decades, PAR Technology Corporation has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings.

As an L2 Support Specialist at our software-as-a-service (SaaS) company, you will play a crucial role in delivering technical support in a 24x7x365 model. You will troubleshoot and resolve complex technical issues escalated from first-level support, helping customers overcome challenges and maximize their experience with our product. Your expertise and deep understanding of our software will ensure seamless issue resolution and high customer satisfaction.

Position Location: Serbia

Reports To: Senior Manager of Support – PAR Ordering

What We're Looking For:

Entrees (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 (Jira, Salesforce, Zendesk).
• Fluent in English (verbal and written).

With a side of (additional skills):

• Proficient in troubleshooting web and mobile applications; strong understanding of networking concepts (TCP/IP, DNS).
• Familiarity with APIs and API testing tools (e.g., Postman), working knowledge of databases and SQL, and exposure to JavaScript or similar programming languages.
• Strong analytical thinking, attention to detail, and a structured approach to troubleshooting.
• Excellent customer service and empathy skills, with the ability to stay calm and professional under pressure.
• Strong collaboration skills, working closely with cross-functional teams including L1 Support, Development, and QA.
• Adaptable to a fast-paced, high-pressure environment and flexible with 24x7 shift requirements (core hours are designed to cover US business hours).

Unleash your potential: What you will be doing and owning:

• Provide second-level technical support to customers via multiple channels.
• Diagnose and troubleshoot complex software 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 ensure smooth escalations.
• Document all customer interactions, investigations, and resolutions in ticketing/knowledge base systems.
• Identify recurring issues and proactively suggest product or process improvements.
• Communicate technical concepts clearly to non-technical users.
• Deliver exceptional customer service, ensuring quick response and resolution times.

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the Team (via MS Teams)

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact View email address on click.appcast.io. If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.