--- title: 'Restaurant Tech Support Specialist at Restaurant365' canonical: 'https://feeny.ai/job/restaurant-tech-support-specialist-restaurant365-mexico-city-6yxpkqkeq7bt' type: 'job' last_seen: '2026-09-14' --- # Restaurant Tech Support Specialist at Restaurant365 - **Company:** Restaurant365 - **Location:** Mexico City, Mexico - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-05-27 - **Last confirmed live:** 2026-09-14 - **Apply:** https://jobs.lever.co/restaurant365/e6fa3c00-c46f-4669-9a80-233cb62c8037 ## Job description 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: Client Support 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. ## About Restaurant365 ## Company Overview - **One-liner**: Restaurant365 provides an all-in-one, cloud-based Restaurant Enterprise Management (REM) platform that unifies accounting, inventory, payroll, and workforce management to help restaurants increase sales, control costs, and optimize labor. - **Entity Type**: Private (Venture-backed, $437.5M total funding) - **Headquarters**: Irvine, California, United States - **Founded**: 2011 (first market release in 2012) - **Founders**: Tony Smith, Morgan Harris, John Moody ## Core Business - **Primary industry/industries**: Restaurant Technology (SaaS), Hospitality Management, Restaurant Enterprise Management (REM) - **Target customers**: B2B – Quick-service, fast-casual, full-service, and multi-location restaurant groups (SMB to Enterprise) - **Mission or purpose**: To empower restaurants by eliminating complex, generic ERP systems and providing a purpose-built platform that drives optimal productivity and profitability. ## Products & Services - **R365 Accounting**: Automates back-office financial operations – general ledger, accounts payable, bank reconciliation, and financial reporting – with seamless POS integration. - **R365 Inventory**: Tracks food and beverage costs across locations, from receiving to consumption, with real-time variance analysis. - **R365 Payroll**: Automates payroll, tip allocation, and tax compliance by pulling hours and tips directly from workforce data. - **R365 Workforce**: Employee scheduling, time tracking, and labor forecasting – includes AI-powered scheduling that optimizes for sales and labor targets. - **R365 AI (Intelligence)**: AI engine trained on full restaurant P&L data – provides AI Advisor for variance insights and financial queries, plus automated schedule generation. - **R365 Mobile App**: Enables restaurant leaders to track sales, labor, and inventory in real time and communicate in English and Spanish. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (Private company) - **Key Metric**: $100M annual revenue (LinkedIn estimate), $437.5M total funding across 4 rounds; serves over 50,000 restaurant locations. - **Notable Investors/Partners**: Not explicitly listed in provided sources, but the company has raised substantial venture funding. Partners include CORE (Children of Restaurant Employees). - **Growth Signals**: 725 employees (+6.8% YoY, +254 people), launched R365 Intelligence and AI features, acquired Compeat and Ctuit in 2021 to consolidate the REM category, and expanded with international offices in Mexico City and Palestine. ## Competitive Advantages - **Unified platform**: R365 is the only solution combining accounting, inventory, payroll, and workforce data into a single P&L-connected system, eliminating the need for multiple point solutions. - **Deep restaurant-specific functionality**: Built from the ground up for restaurant operations, with native integrations to major POS systems, banks, and vendors. - **AI trained on full P&L data**: R365 AI is trained on the entire restaurant profit and loss, connecting what was sold, what it cost, what was paid, and what was made – a moat that generic ERP or payroll-only platforms cannot replicate. - **Scale & adoption**: With 50,000+ locations, the company has significant data and network effects, continuously improving algorithms and benchmarks. ## Strategic Focus - **AI-powered automation and insights**: Continue expanding AI capabilities across scheduling, variance detection, and advisory to reduce manual work for restaurant operators. - **International expansion**: Growing presence via offices in Mexico City and Palestine, indicating a global talent strategy and potential market expansion. - **Consolidation of the REM category**: Building on the Compeat/Ctuit acquisitions to remain the dominant end-to-end platform for multi-location restaurants. ## Why Work Here - **Culture & values**: Restaurant365 emphasizes autonomy, innovation, and authenticity – “bring your whole self to work.” They foster a collaborative environment where diverse perspectives drive opportunity. - **Work model**: Hybrid/remote-friendly. Offices in Irvine (HQ), Austin, Akron, Mexico City, and Palestine. Many team members work remotely, with offices used for in-person collaboration and events. - **Benefits**: Fully covered medical, dental, and vision insurance for full-time employees; 401k with employer match; stock options; annual learning & development reimbursement; LinkedIn Learning access; paid parental leave; fertility support; pet insurance; and a TIP (employee recognition) program. - **Growth & development**: Emphasizes professional development with autonomy to design career journeys, plus learning reimbursement and internal recognition programs. - **Impact**: Employees work directly with an industry that serves millions of guests daily – the company partners with CORE to support restaurant employees in crisis. ## Sources 1. [restaurant365.com](https://www.restaurant365.com/careers/) – Careers page with benefits and culture details. 2. [restaurant365.com](https://www.restaurant365.com/about-us/) – About Us page with company history, founders, values, and office locations. 3. [jobs.lever.co](https://jobs.lever.co/restaurant365) – Active job listings. 4. [restaurant365.com](https://www.restaurant365.com/) – Product page with AI features and software capabilities. 5. [linkedin.com](https://www.linkedin.com/company/restaurant365-cloud-erp-for-restaurants) – Company page with employee count, revenue estimate, funding, and ratings. ## Other roles at Restaurant365 - [Instructional Video Designer](https://feeny.ai/job/instructional-video-designer-restaurant365-austin-tx-akron-ohio-irvine-75bnggvsgbk7) — Austin Tx/akron Ohio/irvine, CA - [Workplace Experience Coordinator](https://feeny.ai/job/workplace-experience-coordinator-restaurant365-austin-1ne1yfp8csf9) — Austin, TX - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-restaurant365-mexico-city-n0vs1c9fc6sv) — Mexico City, Mexico - [Senior Implementation Specialist](https://feeny.ai/job/senior-implementation-specialist-restaurant365-austin-tx-akron-ohio-irvine-nhbgk41qm4xq) — Austin Tx/akron Ohio/irvine, CA - [Instructional Video Editor](https://feeny.ai/job/instructional-video-editor-restaurant365-mexico-city-2yvh5nry2sv7) — Mexico City, Mexico - [Senior POS Configurations Support Specialist](https://feeny.ai/job/senior-pos-configurations-support-specialist-restaurant365-austin-tx-akron-ohio-95r05rm2sg9v) — Austin Tx/akron Ohio/irvine, CA - [Senior Customer Architect](https://feeny.ai/job/senior-customer-architect-restaurant365-irvine-djkkdttghfq5) — Irvine, CA - [Program Manager, Talent Programs](https://feeny.ai/job/program-manager-talent-programs-restaurant365-austin-tx-akron-ohio-irvine-x7hfbqfh8147) — Austin Tx/akron Ohio/irvine, CA - [Talent Coordinator](https://feeny.ai/job/talent-coordinator-restaurant365-mexico-city-5jh357fcbznj) — Mexico City, Mexico - [Accounts Receivable & Collections Specialist](https://feeny.ai/job/accounts-receivable-collections-specialist-restaurant365-mexico-city-e237mmvnht6x) — Mexico City, Mexico