Restaurant Tech Support Specialist (Integrations)

Location: Mexico City, hybrid. Required onsite days will follow the assigned work schedule after training.

Company

hirify.global provides a SaaS platform for restaurant operations and supports integrations connecting POS, finance, purchasing, banking, workforce, and related systems.

What you will do

• Support clients through tickets, chat, and other inbound channels with clear, professional communication.
• Troubleshoot POS sales and labor flows, vendor invoices, purchase orders, FTP/SFTP transfers, banking connections, AP Capture, APIs, payroll, and HR integrations.
• Validate credentials, files, configurations, data flows, timestamps, logs, and environment-specific requirements.
• Identify setup requests, break-fix issues, data discrepancies, and out-of-scope requests, routing each case appropriately.
• Manage escalations and defect-related communication, documenting impact, reproduction details, evidence, troubleshooting, and next steps.
• Own a ticket queue, meet service-level expectations, maintain detailed ticket records, and contribute to documentation and process improvements.

Requirements

• At least 1 year of experience in technical support, help desk, SaaS support, or a customer-facing troubleshooting role.
• Strong written and verbal communication, active listening, issue discovery, organization, and follow-through.
• Experience managing multiple priorities in a queue-based or SLA-driven environment.
• Experience with POS, integrations, or technical support environments.
• Working knowledge of APIs, FTP/SFTP concepts, file naming conventions, directory structures, and file delivery validation.
• Ability to work in the hybrid Mexico City arrangement and attend required onsite days according to the assigned schedule.

Nice to have

• Bachelor's degree in computer science, software engineering, information systems, or a related field.
• Experience with ERP, accounting, hospitality, restaurant technology, workforce, payroll, banking, or integration-based SaaS products.
• Experience reviewing logs, timestamps, error messages, spreadsheets, defect documentation, QA workflows, or Jira-style escalations.

Culture & Benefits

• Hybrid work with onsite collaboration and schedules assigned according to operational needs after training.
• Major medical, dental, vision, and life insurance.
• Meal vouchers, a 30-day Christmas bonus, and a saving fund.
• Monthly internet and electricity stipend.
• Opportunities for coaching, peer collaboration, knowledge sharing, and continuous process improvement.