Restaurant365

Support Specialist, Technical

Restaurant365  •  $23k/yr  •  Mexico City, MX (Remote)  •  1 month ago
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Job Description

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 English 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 $22,666–$29,000 MXN 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:
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Meal Allowance
  • Monthly Internet & Electricity Stipend
  • Mental Health Support Resources
  • And more!
Restaurant365

About Restaurant365

Restaurant365 is the leading back-of-house accounting, inventory, workforce management, and payroll solution developed specifically for the restaurant industry. R365’s all-in-one restaurant management platform simplifies day-to-day management for leaders at all levels, empowering them to control food costs, optimize labor, and improve guest experiences. Restaurant365’s cloud-based architecture and robust integrations allow it to connect to hundreds of POS providers, vendors, and banks, providing accurate, timely reporting that offers a complete view of the business and where managers can take meaningful action.

We are a remote friendly company headquartered in Irvine, California with an office in Austin, Texas. Our people-first culture is committed to diversity, belonging, and equal opportunities for all. With a robust benefits offering, including lucrative wellness options, it’s important that members of the R365 community are feeling good, doing great work, and living their best lives.

We have the honor of being named a Top Workplace by several publications, including the Orange County Register and the Austin American-Statesman, for four consecutive years. With a record 55 G2 badges awarded in 2024, R365 is looking forward to helping our customers reach new heights as we continue growing and adding value to their businesses.

Trusted by over 40,000 restaurants nationwide, our team has been working to shape the future of the hospitality industry and help restaurants thrive since we launched in 2011. Restaurant365 is backed by Bessemer Venture Partners, ICONIQ, KKR, L Catterton, and Serent Capital.

For more information, please visit restaurant365.com or email sales@restaurant365.com.

Industry
IT & Software
Company Size
1,001-5,000 employees
Headquarters
Irvine, California
Year Founded
Unknown
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