The Restaurant Tech Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform through tickets, live chat, and other inbound channels. You will troubleshoot a mix of workflow, configuration, and data-related issues, guide customers through best practices, and partner with other teams to drive durable solutions. Depending on business needs, you may have a primary product focus, but the core expectations and success profile for this role are consistent across Support.

This role is adecuado for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume SaaS support environment.

How you'll add value:

Customer Support & Troubleshooting
- Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance.
- Ask targeted questions to quickly understand the customer’s goal, environment, and constraints, then narrow to a clear problem statement.
- Diagnose and resolve common workflow, configuration,



and data-related issues across assigned product areas.
- Guide customers through R365 workflows and best practices, helping them get value from the platform, not just fix the immediate issue.
- Route non-applicable or out-of-scope issues to the appropriate team with clear context, expectations, and next steps.

Escalations, Defects, and Cross-Team Collaboration
- Identify, document, and escalate suspected product defects with clear reproduction steps, impact, and environment details.
- For issues linked to defects, manage customer communication end-to-end: confirm reproduction, set expectations, provide status updates, and notify customers when fixes are delivered.
- Participate in triage or working sessions (as needed) with Product, Development, Support leadership, and other stakeholders to align priority and next steps for key issues.
- Contribute to team visibility of known issues so peers can quickly understand current product limita

📌 Restaurant Tech Support Specialist (Ciudad de México)
🏢 Restaurant365
📍 Ciudad de México