Responsibilities

- Own client issues end-to-end. Receive, assess, and resolve technical requests within SLA - diagnosing problems, performing root cause analysis, and escalating complex issues to the engineering team in a structured way.
- Monitor proactively. Track the daily performance of Winnow systems across your client base and contact sites before small issues become big ones.
- Work hands-on with hardware. Support, install, and maintain Winnow Vision systems (cameras, scales, tablets, connectivity) in live kitchen environments, and manage local stock, assembly, and shipping of equipment for client deployments.
- Be on-site where it matters. Visit client kitchens across the Riviera Maya to install, troubleshoot, and train, building trusted relationships with chefs and F&B; teams.
- Turn knowledge into assets. Develop product documentation and contribute to our internal knowledge base so the whole support team improves with every ticket.
- Report on what counts. Produce regular site performance reports and contribute to weekly and monthly support KPIs.

Requirements





- Ability to operate as an independent contractor and issue invoices for services rendered.
- Fluent English and Spanish, written and spoken.
- Experience in a customer support, technical support, or hotel/resort IT role - hospitality tech backgrounds are very welcome.
- A keen user of technology with a track record of troubleshooting methodically and explaining solutions clearly.
- Self-organised and independent: you manage your own schedule, priorities and client relationships without close supervision - essential in a contractor arrangement.
- Calm, measured and consistently service-oriented, including with demanding clients in high‑pressure kitchen environments.

Nice to have

- Experience with data tools: Excel analysis, SQL, data annotation.
- Basic Linux and networking knowledge.
- ITIL Foundation or similar service‑management background.
- Experience supporting hardware/IoT devices in the field.

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📌 Technical Support Engineer,/ (Cancún)
🏢 Jobtailor
📍 Cancún