Tier 2 Engineer & Helpdesk Team Lead ( Remote )

Budget: up to 3000 – 4500 USD Gross

Remote of Office: Fully Remote

Process outline:

• CV Screening
• Test Gorilla (English test + 2 questions about past experience in video and text)
• HR Interview
• Hiring Manager Interview (VP of Customer Success)
• CTO Interview (30 min)

Hi Auto is a pioneering SaaS company transforming the Quick Service Restaurant sector with AI-powered technology that replaces traditional drive-thru systems. Our innovative solutions simplify ordering, elevate customer satisfaction, and enhance operational performance, allowing restaurants to deliver faster, more precise service.

We are seeking an experienced Tier 2 Engineer & Helpdesk Team Lead to manage helpdesk operations while offering technical expertise for our SaaS platform.

In this role, you will be responsible for leading and guiding our Helpdesk team while handling complex technical escalations. Your leadership will ensure smooth and efficient customer support, serving as the go-to person for advanced troubleshooting and problem resolution. You will oversee a team supporting a state-of-the-art AI-driven SaaS product designed to optimize restaurant workflows, ensuring an exceptional support experience.

Primary Responsibilities

Helpdesk Team Leadership:

• Supervise, mentor, and inspire a team of Tier 1 support technicians, ensuring efficient issue resolution and top-tier service.
• Provide continuous training, development opportunities, and coaching to enhance team performance.
• Address escalated concerns, ensuring a seamless resolution process while maintaining a high level of customer satisfaction.
• Track and refine helpdesk performance metrics, meeting or surpassing SLAs and customer service goals.
• Cultivate a team culture centered around collaboration, positivity, and customer success.

Tier 2 Escalation & Technical Support:

• This is a hands-on leadership role—serve as the primary escalation contact for high-priority and technically challenging issues.
• Deliver expert-level support for AI-powered SaaS solutions, including troubleshooting software bugs, network connectivity, and hardware integration challenges.
• Work closely with Field Engineering, Project Management, and Scale teams to diagnose and resolve escalated technical issues while offering feedback and insights.
• Assist in developing documentation, troubleshooting guides, and knowledge base resources to enhance internal efficiency and empower customers.

Required Qualifications:

• Minimum of 3 years in technical support within a SaaS company, preferably in a B2B2C environment.
• At least 2 years of experience leading or managing a Tier 1 support or Helpdesk team.
• Strong problem-solving skills in networking, cloud systems, API troubleshooting, and software integrations.
• Excellent communication abilities, capable of simplifying technical concepts for non-technical audiences.
• Ability to work US business hours to support customers across multiple time zones.
• Hands-on experience with ticketing platforms like Zendesk, ServiceNow, Intercom, Freshdesk, or similar.
• Knowledge of restaurant technology, POS systems, or related fields is a plus.

Join our team for an exciting opportunity to work on innovative solutions, tackle unique challenges, and play a vital role in shaping a cutting-edge product in a fast-growing industry!