📍 Job Overview

Job Title: Tier 2 Technical Support Agent
Company: Sauce
Location: Mexico, Argentina, Colombia, Brazil
Job Type: Remote (Full-Time)
Category: Technical Support
Date Posted: 2025-06-18
Experience Level: Mid-Level (2-5 years)
Remote Status: Fully Remote

🚀 Role Summary

Sauce, a leading restaurant technology platform, is seeking a Tier 2 Technical Support Agent to handle advanced technical escalations and provide solutions. This role involves monitoring system health, assisting other teams, and escalating issues to R&D when necessary. The ideal candidate will have strong problem-solving skills, experience in a technical role, and excellent communication skills.

📝 Enhancement Note: This role requires a balance of technical proficiency and exceptional communication skills to effectively support customers and collaborate with internal teams.

💻 Primary Responsibilities

Handle Incoming Escalations: Troubleshoot and resolve technical issues escalated from the Customer Care team, using the provided Playbook and Jira ticketing system.
Monitor System Health: Investigate alerts, raise flags for global system failures, and ensure timely communication with relevant teams.
Assist Other Teams: Provide support to internal teams, such as Customer Success and Sales, based on the specific skills required for each task.
Escalate Issues to R&D: Collect technical information about complex issues, create detailed Jira tickets, and facilitate communication with the R&D team.
Continuous Learning and Improvement: Regularly participate in training and improvement processes with the Tier 2 Team Lead to enhance technical expertise.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred but not required. Relevant work experience is strongly considered.

Experience: Proven experience in a technical role, such as engineering or technical support, is essential. Previous experience working with restaurant industry customers is a plus.

Required Skills:

Strong problem-solving skills
Experience in a technical role (engineering, technical support)
Ability to understand and solve technical issues with minimal guidance
Experience working with MongoDB, Loggly, Jira, and/or Slack is a plus
Patient and detail-oriented with a customer-focused attitude
Strong communication skills in English, with bilingual (English + Spanish) proficiency being a plus

Preferred Skills:

Experience working with restaurant industry customers, both restaurants and their diners
Familiarity with additional programming languages or tools relevant to restaurant technology

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-documented track record of successfully handling technical escalations in a support role
Examples of problem-solving skills applied to complex technical issues
Evidence of excellent communication skills, both written and verbal

Technical Documentation:

Detailed case studies demonstrating the process of troubleshooting and resolving technical issues
Examples of collaborative problem-solving with internal teams or external stakeholders
Documentation showcasing continuous learning and improvement in a technical support role

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between $35,000 and $50,000 USD per year, based on regional market data for mid-level technical support roles in Latin America.

Benefits:

Strong and competitive compensation package
Flexible work environment
10 paid personal/vacation days
5 paid sick days
Monthly wellness stipend
Quarterly team dinners and events
The opportunity to build something that changes the delivery tech industry for the better

Working Hours: 9-hour shifts with one paid lunch hour, 5 days a week, including weekend days as needed. Available shifts are 12 PM - 9 PM ARG (1 open position) and 4 PM - 1 AM ARG (1 open position).

🎯 Team & Company Context

🏢 Company Culture

Industry: Sauce operates in the restaurant technology sector, focusing on delivery optimization and commission-free delivery and pickup structures.

Company Size: Sauce is a growing startup with a team of experienced professionals in restaurant tech, technology, sales, marketing, product, and operations.

Founded: Sauce was founded in 2021, with headquarters in New York City and Tel-Aviv.

Team Structure:

Tiered support structure, with Tier 2 Technical Support Agents reporting directly to the Tier 2 Team Lead
Collaborative environment, working closely with Customer Success, Sales, and R&D teams

Development Methodology:

Agile/Scrum methodologies for internal project management and continuous improvement
Collaborative problem-solving and regular team syncs to address technical issues and system health

Company Website: getsauce.com

📝 Enhancement Note: Sauce's company culture emphasizes collaboration, continuous learning, and a customer-focused approach to problem-solving, with a strong emphasis on supporting local restaurants and changing the delivery tech industry for the better.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a mid-level technical support position, focusing on advanced troubleshooting, issue resolution, and collaboration with internal teams.

Reporting Structure: Tier 2 Technical Support Agents report directly to the Tier 2 Team Lead and collaborate with various internal teams, such as Customer Success, Sales, and R&D.

Technical Impact: This role has a direct impact on customer satisfaction, system health, and the overall success of Sauce's restaurant partners by ensuring timely resolution of technical issues and continuous improvement of the platform.

Growth Opportunities:

Develop expertise in restaurant technology and technical support, with opportunities for career progression within the support team or other departments
Gain experience working with a diverse, global team and contribute to the growth of a fast-paced startup in the restaurant tech industry

📝 Enhancement Note: This role offers opportunities for career growth and development within a dynamic and collaborative team environment, with a focus on continuous learning and improvement.

🌐 Work Environment

Office Type: Fully remote work environment, with no physical office location.

Office Location(s): This role can be performed remotely from any of the listed locations: Mexico, Argentina, Colombia, or Brazil.

Workspace Context:

Remote work requires a private working space with a steady internet connection, computer or laptop, keyboard and mouse, working webcam and headset with a microphone, and at least one 24" computer monitor (with an additional 24" monitor preferred)
Collaborative work environment, with regular communication and coordination with internal teams and customers

Work Schedule: 9-hour shifts with one paid lunch hour, 5 days a week, including weekend days as needed. Available shifts are 12 PM - 9 PM ARG (1 open position) and 4 PM - 1 AM ARG (1 open position).

📝 Enhancement Note: Sauce's fully remote work environment requires self-motivation, strong communication skills, and the ability to work independently while collaborating effectively with internal teams and customers.

📄 Application & Technical Interview Process

Interview Process:

Screening: A brief phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on troubleshooting skills, problem-solving, and issue resolution using the provided Playbook and tools.
Final Interview: A conversation with the Tier 2 Team Lead to discuss the candidate's fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight successful technical escalation case studies, demonstrating problem-solving skills and effective communication with customers and internal teams
Showcase a strong track record of customer-focused support and continuous learning in a technical support role

Technical Challenge Preparation:

Familiarize yourself with the provided Playbook and tools, such as MongoDB, Loggly, Jira, and Slack
Practice troubleshooting and issue resolution exercises, focusing on problem-solving skills and attention to detail
Brush up on your communication skills and be prepared to discuss your approach to customer support and collaboration with internal teams

ATS Keywords: Problem-solving, technical support, MongoDB, Loggly, Jira, Slack, attention to detail, customer-focused, communication, initiative, bilingual, restaurant industry experience, remote work, agile methodologies, collaborative environment, continuous learning, career growth, technical expertise, issue resolution, system health, customer satisfaction.

📝 Enhancement Note: Sauce's interview process focuses on assessing technical proficiency, problem-solving skills, and cultural fit, with a strong emphasis on customer-focused support and collaboration with internal teams.

🛠 Technology Stack & Web Infrastructure

Support Tools:

MongoDB: A source-available cross-platform document-oriented database program
Loggly: A cloud-based log management and analysis service
Jira: A project management and issue tracking tool for agile teams
Slack: A communication platform for teams, facilitating collaboration and communication with internal teams and customers

📝 Enhancement Note: Familiarity with these tools is preferred but not required, as training will be provided. Candidates should be eager to learn and adapt to new technologies in a fast-paced startup environment.

👥 Team Culture & Values

Support Team Values:

Customer Focus: Prioritize customer satisfaction and support the success of Sauce's restaurant partners
Collaboration: Work closely with internal teams to resolve technical issues and improve the platform
Continuous Learning: Regularly participate in training and improvement processes to enhance technical expertise
Problem-Solving: Demonstrate strong problem-solving skills and a proactive approach to issue resolution

Collaboration Style:

Cross-Functional Integration: Work closely with various internal teams, such as Customer Success, Sales, and R&D, to address technical issues and system health
Code Review Culture: Collaborate with internal teams to ensure consistent and high-quality issue resolution
Knowledge Sharing: Regularly share technical insights and best practices with the team to foster continuous learning and improvement

📝 Enhancement Note: Sauce's support team culture emphasizes customer focus, collaboration, and continuous learning, with a strong emphasis on problem-solving and effective communication with internal teams and customers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting and resolving complex technical issues with minimal guidance
Monitoring system health and ensuring timely communication with relevant teams in case of global system failures
Collaborating with internal teams and external stakeholders to address technical issues and improve the platform

Learning & Development Opportunities:

Develop expertise in restaurant technology and technical support, with opportunities for career progression within the support team or other departments
Gain experience working with a diverse, global team and contribute to the growth of a fast-paced startup in the restaurant tech industry

📝 Enhancement Note: Sauce's technical challenges and growth opportunities focus on continuous learning, problem-solving, and collaboration, with a strong emphasis on customer satisfaction and platform improvement.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex technical issue you've faced in a previous role and how you resolved it. What steps did you take to troubleshoot and identify the root cause?
System Health Monitoring: How would you approach monitoring the health of a complex system, and what tools or strategies would you use to ensure timely communication with relevant teams in case of failures?
Collaboration: Can you provide an example of a time when you collaborated with an internal team or external stakeholder to address a technical issue or improve a platform? What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Customer Focus: How do you prioritize customer satisfaction in your approach to technical support, and can you provide an example of a time when you went above and beyond to support a customer?
Collaboration: How do you approach working with internal teams, and what strategies do you use to ensure effective communication and collaboration in a remote work environment?
Continuous Learning: How do you stay up-to-date with the latest trends and best practices in technical support, and what steps do you take to continuously improve your skills and knowledge in the field?

Portfolio Presentation Strategy:

Case Studies: Prepare detailed case studies demonstrating your problem-solving skills, effective communication with customers and internal teams, and continuous learning in a technical support role
Technical Deep Dive: Be prepared to discuss your approach to technical support, issue resolution, and collaboration with internal teams, showcasing your expertise and passion for the field
Customer Testimonials: Include testimonials from satisfied customers or colleagues, highlighting your strong problem-solving skills, excellent communication, and customer-focused approach to technical support

📝 Enhancement Note: Sauce's interview preparation focuses on assessing technical proficiency, problem-solving skills, and cultural fit, with a strong emphasis on customer-focused support and collaboration with internal teams.

📌 Application Steps

To apply for this Tier 2 Technical Support Agent position:

Submit your application through the application link provided
Customize your resume and portfolio to highlight your technical support experience, problem-solving skills, and customer-focused approach
Prepare for the technical assessment by familiarizing yourself with the provided Playbook and tools, and practicing troubleshooting and issue resolution exercises
Research Sauce's company culture, mission, and values to ensure a strong cultural fit and alignment with your personal and professional goals
Prepare for the final interview by reflecting on your approach to technical support, collaboration, and continuous learning, and be ready to discuss your career growth opportunities within the team

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Sauce before making application decisions.

Tier 2 Technical Support Agent