L2 Technical Support Engineer

About Foodhub

Foodhub is an international hospitality technology company providing innovative online ordering, EPOS (Electronic Point of Sale), payment solutions, self-service kiosks and digital solutions to restaurants, takeaways and hospitality businesses worldwide.

We are committed to helping hospitality businesses streamline their operations, improve customer experiences and grow through reliable, technology-driven solutions.

Role Overview

We are looking for a technically strong and customer-focused L2 Technical Support Engineer to provide advanced technical support for Foodhub’s software and hardware solutions.

The role involves investigating and resolving complex technical issues escalated from the L1 support team, identifying root causes, and ensuring minimal disruption to customers' business operations. The successful candidate will work closely with L1 Support, Engineering, Product and other internal teams to troubleshoot recurring issues, improve system reliability and deliver an excellent customer support experience.

The ideal candidate should be comfortable working independently in a remote setup, managing technical escalations, communicating effectively with global teams and delivering timely resolutions within agreed service-level agreements (SLAs).

Key Responsibilities

• Handle and resolve technical issues escalated from the L1 support team, ensuring timely resolution within agreed SLAs.
• Troubleshoot complex issues related to EPOS/POS systems, online ordering platforms, payment solutions, kiosks and associated hardware and software.
• Diagnose and resolve issues involving system configuration, application errors, network connectivity, printers, terminals and peripheral devices.
• Investigate recurring incidents, perform root cause analysis and implement appropriate corrective actions.
• Escalate unresolved software defects and complex technical issues to the Engineering or Product teams with detailed diagnostic information.
• Work with L1 Support to provide technical guidance, troubleshooting assistance and knowledge-sharing.
• Monitor incident trends and identify opportunities to reduce recurring issues and improve support processes.
• Maintain accurate records of incidents, troubleshooting steps, resolutions and customer communications in the ticketing system.
• Collaborate with cross-functional teams to support software updates, system configurations and product-related technical investigations.
• Provide clear technical explanations to customers and internal stakeholders, ensuring a professional and customer-focused approach.
• Contribute to the creation and maintenance of technical documentation, FAQs and troubleshooting guides.
• Ensure all support activities comply with established processes, security requirements and service-level agreements.

Required Skills and Qualifications

• 2–5 years of experience in technical support, application support, IT support or a similar role.
• Experience handling L2-level technical escalations and troubleshooting complex issues.
• Knowledge of Windows operating systems, networking fundamentals, LAN/WAN, TCP/IP, DNS and basic connectivity troubleshooting.
• Experience troubleshooting software applications, hardware peripherals and system configuration issues.
• Basic knowledge of databases and SQL queries for investigating application or data-related issues.
• Familiarity with ticketing systems, incident management processes and SLA-driven support environments.
• Strong analytical, problem-solving and root cause analysis skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple incidents, prioritise critical issues and work effectively in a fast-paced environment.
• Willingness to work in rotational shifts, including weekends or public holidays, if required by the support operation.

Preferred Qualifications

• Experience supporting EPOS/POS systems, restaurant management software or hospitality technology platforms.
• Familiarity with receipt printers, barcode scanners, payment terminals, cash drawers and other POS peripherals.
• Exposure to payment integrations, third-party integrations and online ordering systems.
• Basic understanding of APIs, logs and application debugging.
• Experience working with global customers across different time zones.

Key Competencies

• Strong troubleshooting and analytical abilities.
• Customer-first mindset and ownership of issues through resolution.
• Effective communication and stakeholder management.
• Attention to detail and accurate documentation.
• Ability to collaborate with L1, Engineering and Product teams.
• Proactive approach to identifying recurring problems and improving support efficiency.

What Success Looks Like

• Timely resolution of L2 escalations within agreed SLAs.
• Reduced repeat incidents through effective root cause analysis.
• Improved customer satisfaction and reduced business disruption.
• Accurate incident documentation and effective collaboration with internal teams.
• Improved technical knowledge and troubleshooting capabilities within the support team.

Application Question(s):

• Describe your experience handling L2 technical support escalations and resolving complex technical issues.
• What experience do you have troubleshooting EPOS/POS systems, software applications, payment terminals, printers or other hardware peripherals?
• Describe a challenging technical issue you resolved. How did you identify the root cause and implement a solution?
• How do you prioritise multiple technical incidents, manage SLA deadlines and coordinate with L1 support or engineering teams in a remote working environment?

Work Location: Remote