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.
How you'll add value:

ClientSupport 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!
Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

📌 Restaurant Tech Support Specialist (Xico)
🏢 Restaurant365
📍 Xico