Enterprise Support Specialist (AI/API)

Location: Mexico City; hybrid workplace

Company

SaaS company developing order management technology for restaurants and businesses worldwide.

What you will do

• Provide technical assistance to high-value and enterprise customers through available communication channels.
• Investigate complex issues, troubleshoot POS and other integrations, and follow tickets through resolution.
• Collaborate with CX leads, managers, post-sales teams, Finance, Developers, Partnerships, and integration partners.
• Identify quality issues in workflows, processes, and documentation to support continuous improvement.
• Own customer and partner escalations during scheduled off-hours and weekends, escalating severe cases when necessary.
• Use AI and API development tools to support complex troubleshooting.

Requirements

• 2–3 years of experience in restaurant digital order management environments and POS integrations.
• Strong technical troubleshooting, critical thinking, creative problem-solving, and ownership skills.
• Ability to organize workloads and manage customer support tickets using advanced CX management tools.
• Polished communication skills for handling complex issues, customer criticism, and high expectations from mid-market and enterprise accounts.
• Ability to collaborate across teams, work autonomously, and handle pushback confidently.
• Availability to work in a hybrid setup in Mexico City, including scheduled off-hours and weekends when required.

Culture & Benefits

• Dedicated learning budget for professional development.
• Work on meaningful challenges in the global technology and order management industry.
• Weekly releases and new features in an innovation-focused environment.
• Collaboration with a diverse international team that values transparency and multiple perspectives.
• Regionally tailored compensation and benefits packages.