Tier 2 Engineer & Helpdesk Team Lead

Hi Auto is a cutting-edge SaaS company revolutionizing the Quick Service Restaurant industry with AI-driven solutions that replace traditional drive-thru systems. Our technology streamlines ordering, enhances customer experience, and optimizes operational efficiency for restaurants, enabling them to offer faster, more accurate service.

We are looking for an experienced Tier 2 Engineer & Helpdesk Team Lead to oversee our helpdesk operations and provide technical expertise for our SaaS platform.

As the Tier 2 Engineer & Helpdesk Team Lead, you will play a critical role in managing and leading our Helpdesk team while also providing advanced technical support for escalated issues. You will ensure smooth, efficient customer support, acting as the escalation point for complex issues that require deeper technical knowledge and troubleshooting. Your team will support a cutting-edge SaaS product that leverages AI to improve restaurant operations, and you will be the key person responsible for ensuring a seamless and customer-centric experience.

Key Responsibilities

Helpdesk Team Leadership:

• Lead, mentor, and motivate a team of Helpdesk technicians (Tier 1), ensuring high-quality service and prompt resolution of customer issues.
• Provide ongoing coaching, training, and professional development to team members.
• Handle support escalations, ensuring that all concerns are addressed effectively and promptly while maintaining a positive customer experience.
• Improve and maintain Helpdesk performance metrics, ensuring that team goals are met or exceeded and SLA is met.
• Foster a collaborative, positive, and customer-focused team culture.
  
  

• This is a hands-on position - act as the primary escalation point for complex, high-priority, or high-impact issues raised by the Helpdesk team.
• Provide expert troubleshooting and support for technical issues related to the SaaS AI product, which may include hardware integration, network connectivity, and software bugs.
• Work closely with Field Engineering, Project Management and Scale teams to resolve escalated technical issues, providing transparency, feedback and insights.
• Contribute to the creation of knowledge base articles, documentation, and troubleshooting guides to empower customers, Helpdesk, and reduce support volume.
  
  

• Proven experience (3+ years) in technical support for a SaaS company, ideally in the B2B2C domain.
• At least 2 years of experience in leading or managing a Helpdesk or a Tier 1 support team.
• Strong troubleshooting and diagnostic skills in areas like networking, cloud infrastructure, software integration, and API troubleshooting.
• Excellent communication skills, with the ability to clearly explain complex technical issues to non-technical users.
• Availability to work during US business hours, ensuring timely support for customers across different time zones.
• Proficiency in working and managing ticketing systems (Zendesk / ServiceNow / Intercom / Freshdesk or similar).
• Familiarity with restaurant technologies, point-of-sale (POS) systems, etc. - an advantage.