Job Description

Location


Jaipur
Employment Type


Full time
Department


Services & Support

For over four decades, PAR Technology Corporation (NYSE: PAR) 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. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Title:

Second Level Support Agent

Location:

Jaipur

Reports To:

Director of Support - PAR Ordering

Position Description

As a Second Level Support Agent 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.

What We're Looking For

Key Responsibilities

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.

Education & Experience

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).

Technical 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

. Exposure to

JavaScript or similar programming languages

.

Customer Focus

Excellent

customer service and empathy skills

. Ability to stay

calm and professional under pressure

. Strong

written and verbal communication

for explaining technical issues clearly.

Problem-Solving & Analytical Skills

Strong

analytical thinking

to diagnose and resolve complex technical problems. High

attention to detail

and structured approach to troubleshooting.

Collaboration & Teamwork

Ability to work closely with

cross-functional teams

including L1 Support, Development, and QA. Willingness to

share knowledge

and contribute to team growth.

Adaptability & Time Management

Ability to thrive in a

fast-paced, high-pressure environment

. Flexible to

changing business needs

and 24x7 shift requirements.

Interview Process

Interview #1:

Phone Screen with Talent Acquisition Team

Interview #2:

Video Interview with Technical Teams (MS Teams / F2F)

Interview #3:

Video Interview with Hiring Manager (MS Teams / F2F)

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 accommodations@partech.com. If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.