Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000 restaurant locations manage their finances, operations, and people. As AI changes what's possible, we're reimagining how restaurant back offices operate—automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses.
We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact.
At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We're looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry.
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:
Client Support and Technical Troubleshooting
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Support clients through tickets, chat, and other inbound channels with clear, professional, and empathetic communication.
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Ask thoughtful, targeted questions to understand the clients’ issue, environment, recent changes, and business impact before determining next steps.
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Troubleshoot integration, configuration, workflow, file transfer, and data-related issues across assigned product areas.
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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
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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.
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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.
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Validate data flow, credentials, file presence, configuration details, and environment-specific requirements when investigating integration issues.
Escalations, Defects, and Cross-Functional Collaboration
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Recognize when an issue requires escalation due to scope, access limitations, suspected defects, or ownership by another team.
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Document escalations clearly, including the client's impact, reproduction details, troubleshooting completed, supporting evidence, and recommended next steps.
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Partner effectively with Product, Development, Support leadership, and other cross-functional teams during triage, issue review, and handoff situations.
Queue Management, Quality, and Documentation
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Own and manage a personal ticket queue while balancing quality, speed, accuracy, and clients experience.
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Maintain strong ticket hygiene by documenting troubleshooting steps, decisions, clients' updates, and handoffs thoroughly.
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Identify repeat issues, process gaps, and knowledge-based opportunities, and contribute to improvements in internal and customer-facing documentation.
Teamwork, Learning, and Continuous Improvement
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Collaborate closely with peers, Team Leads, Managers, and partner teams to resolve complex issues and improve team knowledge.
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Apply feedback from QA reviews, coaching sessions, ticket audits, and peer collaboration to strengthen troubleshooting, communication, and technical judgment.
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Demonstrate reliability, professionalism, and accountability in daily shift coverage, attendance, and follow-through.
Core Competencies:
Successful specialists in this role consistently demonstrate:
What you'll need to be successful:
Required Qualifications
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1+ year of experience in technical support, help desk, SaaS support, or another customer-facing troubleshooting role
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Comfort working across several tools at once, such as ticketing systems, chat, internal documentation, spreadsheets, and support utilities
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Working knowledge of FTP/SFTP concepts, file naming conventions, directory Structures, and validating file delivery
- Curiosity and eagerness to use AI in your daily work, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.
Preferred Qualifications
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Bachelor's degree in computer science, software engineering, information systems, or related fields.
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Experience supporting ERP, accounting, hospitality, restaurant-tech, workforce, payroll, banking, or integration-based SaaS products
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Comfort reviewing logs, timestamps, error messaging, and system behavior to identify likely failure points
Helpful Technical Foundations
Candidates do not need to be developers, but strong candidates are often comfortable with:
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Basic API concepts such as endpoints, request/response structure, headers, and common HTTP status codes
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Troubleshooting patterns such as isolating scope, comparing “working vs. not working,” reviewing timestamps, and confirming recent changes
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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:
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.
