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Restaurant Tech Support Specialist

Restaurant365·Mexico City
full timeMexico City

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AT A GLANCE

Customer ServiceFull Time
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Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch resul

About the role

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! 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.

Responsibilities

  • 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
  • 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
PostedNot listed
Statusactive
CommuteDistance only

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