Technical Customer Specialist - Mexico/Colombia



IT, Customer Service
Brazil · Mexico · Colombia · Argentina · Peru · Venezuela · Chile · Guatemala · Ecuador · Bolivia · Cuba · Dominican Republic · Honduras · Paraguay · Nicaragua · El Salvador · Costa Rica · Panama · Uruguay · Puerto Rico · Remote
Posted on Friday, June 21, 2024
👋 About
Owner is the all-in-one platform that restaurants use to succeed online.
Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.
You can think of it as Shopify meets HubSpot, but specifically for restaurants.
Learn more about the problems we are solving for our customers here.
🌎 Our vision
We’re starting by helping independent restaurants succeed online.
But it’s not just restaurants that need our help. All local service-based businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.
So, once we nail the solution for restaurants – we’ll scale it into every other local business type.
In the future we envision, we’ll build the technology that tens of millions of local business owners need to succeed in the digital age.
Our team
Our team grew from 40 people to 90 people in 2023. We’ve got top talent from the most successful companies in SMB software like Shopify, HubSpot, DoorDash, ProCore, and ServiceTitan.
We’re scaling even faster in 2024 to keep pace with our customer growth.
🚀 Our traction
In just over 3 years we've generated tens of millions in revenue, served millions of guests, and have processed hundreds of millions of orders.
More importantly, we’ve helped thousands of restaurant owners save their businesses - and not only survive, but thrive.
🫵 Why we’re looking for you
The Technical Customer Specialist plays a vital role in accelerating the speed in which we are able to serve our customers and ensure that we deliver on our promise to them and their Restaurants. In this role you’ll manage customer escalations and coordinate resolution efforts with key engineering, product and customer success stakeholders, ensure critical client SLAs are met and customer escalations are resolved within agreed upon timelines, help resolve the most technically complex problems our customers might encounter, while also allowing our product team to execute on their core focus of building the future of the Owner product. This role is a multiplier of many roles and functions, and you’ll be at the center of new and important processes at a very exciting and growing startup.
The position is 100% remote within Mexico or Colombia. We are specifically looking for a team member who is fluent in both Spanish and English, and can provide precise and detailed support to both English and Spanish-speaking customers.

💻 The impact you will have

  • Deliver fast resolution to our customer’s most complex technical problems
  • Troubleshoot and resolve advanced technical issues related to Owner's Product and Services
  • Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
  • Accelerate our Product teams ability to identify key product bugs and scale resolutions
  • Empower Customer Facing peers in their ability to deliver world class experience
  • Ability to explain the why behind issues and guide the customer team members and customer to resolution with logic and context
  • Creation and curation of knowledge-base articles and documentation to help customers help themselves
  • Customer escalation support
  • Evaluate active tickets, prioritizing workload, and monitoring queue health
  • Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
  • Advocate for our customers, influence product direction through customer feedback
  • Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across Owner's Applications

👥 Who you’ll work with

  • Product and Engineering Team
  • Customer Facing Teams
  • Our greater team across North America!

✅ Minimum requirements

  • 3-5 years of experience, 2+ in similar highly technical support role, preferably in a software environment with DNS and SaaS integration experience
  • Experience working alongside Product and Engineering Teams, particularly within ticketing systems such as Linear, or Jira, and Network Administration.
  • Familiarity with database concepts (e.g., Postgres)
  • Customer Facing experience in a service role
  • Strong degree of empathy for the customer experience
  • Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team
  • Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
  • Excellent communication skills, possessing the ability to support customers over email, or screen-shares
  • Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
  • Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
  • Nice to have: Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
  • The position is 100% remote within Mexico or Colombia. We are specifically looking for a team member who is fluent in both Spanish and English, and can provide precise and detailed support to both English and Spanish-speaking customers.

🏆 Pay and benefits

  • The estimated starting base salary for this role is the local equivalent to $37,000 USD
  • Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!