Support Specialist, Technical

The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform.  This role focuses on troubleshooting configuration, workflow, and data-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations.  The ideal candidate brings strong technical aptitude, structured problem-solving skills, and the ability to communicate clearly with both technical and non-technical stakeholders.

How you'll add value: :
• Provide technical support for Restaurant365 platform 
• Manage customer communications through tickets, live chat, and outbound phone support 
• Gather detailed technical and business information from customers to troubleshoot reported issues 
• Diagnose configuration, workflow, and data-related issues and deliver accurate solutions 
• Educate customers on Restaurant365 system functionality and best practices 
• Route non-technical or non-applicable issues to appropriate teams when necessary 
• Identify, document, and escalate suspected software defects with clear reproduction steps and impact details 
• Participate in live chat rotations 
• Manage a personal queue of customer tickets while meeting SLA and quality standards 
• Identify gaps in internal and customer-facing documentation and contribute improvements 
• Assist Support leadership in rolling out new platform features or workflows 
• Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones

What you'll need to be successful in this role: :
• High attention to detail, particularly when working with system configuration and financial data 
• Strong Excel skills, including data review and validation 
• Flexible and adaptable to shifting customer and team needs 
• Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure 
• Excellent written and verbal communication skills, with the ability to simplify complex technical concepts 
• Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone) 
• Experience working with integrated systems and understanding how data flows between applications 
• Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes 

PREFERRED QUALIFICATIONS
• Bachelor’s degree with emphasis in business, finance, accounting, or information systems 
• Restaurant industry experience 
• Strong understanding of general business processes and workflows 
• Previous experience in a technical support or customer-facing technical role 
• Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)

Compensation:
• Compensation for this position is $272,000–$408,000 MXN annually, depending on experience.