How you'll add value:

Client Support and Technical Troubleshooting

• Support clients through tickets, chat, and other inbound channels with clear, professional, and empathetic communication.

• Ask thoughtful, targeted questions to understand the clients’ issue, environment, recent changes, and business impact before determining next steps.

• Troubleshoot integration, configuration, workflow, file transfer, and data-related issues across assigned product areas.

• Guide clients through Restaurant365 workflows and best practices, helping them not only resolve issues but also use the product more effectively.

• Identify whether a case is a setup request, break-fix issue, data discrepancy, or out-of-scope request, and route it appropriately with strong documentation and clear client's expectations.

Integration Ownership by Workstream

• Support POS-related workflows such as new integrations, add-ons, swaps, repolls, local installs, scheduled-task review, and troubleshooting of sales or labor data flow where applicable.

• Support Non-POS integration workflows such as FTP/SFTP setup, vendor invoice integrations, purchase order integrations, banking integrations, AP Capture coordination, API connectivity support, and payroll or HR-related integrations.

• Validate data flow, credentials, file presence, configuration details, and environment-specific requirements when investigating integration issues.

• Use internal documentation, historical tickets, and approved troubleshooting tools to diagnose problems and determine the fastest path to resolution.

Escalations, Defects, and Cross-Functional Collaboration

• Recognize when an issue requires escalation due to scope, access limitations, suspected defects, or ownership by another team.

• Document escalations clearly, including the client's impact, reproduction details, troubleshooting completed, supporting evidence, and recommended next steps.

• Manage client communication throughout escalated or defect-related issues by setting expectations, providing updates, and confirming resolution once available.

• Partner effectively with Product, Development, Support leadership, and other cross-functional teams during triage, issue review, and handoff situations.

Queue Management, Quality, and Documentation

• Own and manage a personal ticket queue while balancing quality, speed, accuracy, and clients experience.

• Meet or exceed established service levels, response-time expectations, and quality standards across assigned support channels.

• Participate in live chat and other real-time support workflows with concise, accurate, and customer-friendly communication.

• Maintain strong ticket hygiene by documenting troubleshooting steps, decisions, clients' updates, and handoffs thoroughly.

• Identify repeat issues, process gaps, and knowledge-based opportunities, and contribute to improvements in internal and customer-facing documentation.

Teamwork, Learning, and Continuous Improvement

• Collaborate closely with peers, Team Leads, Managers, and partner teams to resolve complex issues and improve team knowledge.

• Apply feedback from QA reviews, coaching sessions, ticket audits, and peer collaboration to strengthen troubleshooting, communication, and technical judgment.

• Demonstrate reliability, professionalism, and accountability in daily shift coverage, attendance, and follow-through.

• Contribute to a positive team culture by sharing knowledge, helping teammates, and supporting continuous process improvement.

Core Competencies:

Successful specialists in this role consistently demonstrate:

• Technical troubleshooting mindset

• Clear and professional written communication

• Active listening and strong discovery skills

• Attention to detail and accuracy

• Time management and ticket prioritization

• Sound escalation judgment

• Coachability and continuous learning

• Cross-functional collaboration

• Calm, solution-oriented client handling

• Comfort navigating multiple systems and documentation sources

What you'll need to be successful:

Required Qualifications

• 1+ year of experience in technical support, help desk, SaaS support, or another customer-facing troubleshooting role

• Strong written and verbal communication skills, with the ability to explain technical concepts in simple, customer-friendly language

• Ability to investigate issues methodically, ask strong follow-up questions, and narrow broad problems into a clear issue statement

• Experience managing multiple priorities in a queue-based or SLA-driven environment

• Comfort working across several tools at once, such as ticketing systems, chat, internal documentation, spreadsheets, and support utilities

• Strong attention to detail, organization, and follow-through

• Ability to remain calm, professional, and customer-focused in escalated or high-pressure situations

• Experience with POS, integration, or technical support environments

• Familiarity with APIs, file transfers, and system-to-system troubleshooting

• Working knowledge of FTP/SFTP concepts, file naming conventions, directory

 structures, and validating file delivery

• Reliable attendance and flexibility to support assigned schedules

Preferred Qualifications

• Bachelor's degree in computer science, software engineering, information systems, or related fields.

• Experience supporting ERP, accounting, hospitality, restaurant-tech, workforce, payroll, banking, or integration-based SaaS products

• Comfort reviewing logs, timestamps, error messaging, and system behavior to identify likely failure points

• Familiarity with spreadsheets for filtering, sorting, and reviewing transactional or operational data

• Experience with defect documentation, QA workflows, or Jira-style escalation processes

Helpful Technical Foundations

Candidates do not need to be developers, but strong candidates are often comfortable with:

• Basic API concepts such as endpoints, request/response structure, headers, and common HTTP status codes

• File-transfer concepts such as FTP/SFTP access, directories, and validating whether expected files arrived

• Troubleshooting patterns such as isolating scope, comparing “working vs. not working,” reviewing timestamps, and confirming recent changes

• Reading basic logs and identifying common issues such as authentication failures, timeouts, invalid data, or processing errors

What Success Looks Like

A successful Restaurant Tech Support Specialist:

• Resolves client issues efficiently while maintaining a strong client experience

• Communicates clearly and proactively, especially when issues require investigation or escalation

• Demonstrates sound judgment in troubleshooting, ownership, and routing

• Learns assigned product areas quickly and builds confidence across increasingly complex cases

• Maintains strong queue management, quality, and documentation habits

• Contributes positively to team effectiveness and continuous improvement

Compensation

Compensation for this position is $264,000 - $351,000 MXN annually ($22,000 - $29,250 monthly), depending on experience.
We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.
Benefit options include:
Law Benefits
Major Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Meal Vouchers
30-day Christmas bonus
Saving Fund
Monthly Internet & Electricity Stipend
And more!
This role is hybrid, balancing flexibility with the value of in-person collaboration. Following the completion of training, employees will be assigned a work schedule based on operational needs. Required onsite days will align with that assigned schedule, ensuring appropriate team coverage while supporting collaboration, partnership, and business effectiveness.

Note:

Only resumes submitted in English will be considered!