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Open nowPosted 151 days ago

Restaurant Tech Support Specialist

Restaurant36530 open roles

Where
Mexico City
Work mode
Hybrid
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Your applicationOpen nowRestaurant Tech Support SpecialistRestaurant365 · Mexico City

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Restaurant365's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Restaurant365 postings stay open a median of 48 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 151 days ago

Restaurant365 median: 48 days open

The posting

Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000 restaurant locations manage their finances, operations, and people. As AI changes what's possible, we’re reimagining how restaurant back offices operate—automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses.​

We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact.​

At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We’re looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry​

As a Restaurant Tech Support Specialist, you will help our clients successfully use and maintain critical integrations connected to the Restaurant365 platform. This role supports a broad range of integration workflows, including POS sales and labor integrations, vendor invoice and purchase order integrations, FTP/SFTP connectivity, banking connections, AP Capture, and selected API-related support scenarios.

In this role, you will troubleshoot technical issues, guide clients through setup and resolution steps, manage ongoing communication, and collaborate across teams to ensure clients receive accurate, timely, and high-quality support.

How you'll add value:

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Find opportunities to automate and improve how work gets done across your role with approved AI and other tools, choosing the right tool for each task, refining your prompts, and reviewing outputs for quality and time saved.

Core Competencies:

  • 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:

  • 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
  • Curiosity and eagerness to use AI in your daily work, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.
  • Reliable attendance and flexibility to support assigned schedules
  • 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
  • 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
  • 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

  • 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!

Note:

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  1. A CV for this posting

    Written against Restaurant365's own wording, from every piece of relevant proof in your profile.

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    The review screen in CV Rocket: how each CV was read, round by round.

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