Enterprise Support Engineer — 24/7 AI Troubleshooting

Deliverect; Ciudad de México; Presencial; MXN 360.000 - 540.000; Jornada completa

Descripción de la vacante

Deliverect is seeking an Enterprise Support Specialist in Mexico City to provide technical support for high-value restaurant and retail customers. You will troubleshoot complex issues, collaborate with cross-functional teams, and manage escalations during off hours to ensure business continuity.

Fluency in English and strong communication are essential. You will work in a global Customer Experience team focused on personalized guidance and 24/7 support, leveraging AI tools to aid in

Formación

• 2-3 years of experience from restaurant digital order management environments & POS integrations.
• Strong ownership skills to ensure ticket follow-up and resolution with high quality and timeliness.
• Solid technical skills and ability to think creatively around troubleshooting, involving peers and other teams quickly.
• Excellent structure and organization abilities to handle workload efficiently using CX management tools.
• Polished communication skills for handling complex customer issues and emotions in a high-value, mid-market and enterprise context.
• Adaptability to provide stellar customer experience across any communication channel.
• Strong collaboration skills to work across teams and partners.
• Critical thinking and creative problem solving for challenging issues.
• Autonomy and confidence to be self-driven and handle pushback.

Responsabilidades

• Provide technical assistance to high-value accounts through any available communication channel.
• Take proactive measures for effective troubleshooting and ticket resolution with thorough follow-ups.
• Ensure alignment across CX Team Leads, Managers, post-sales, Finance, Developers and Partnerships teams.
• Notify stakeholders of quality issues in flows, processes, and documentation for continuous improvement.
• Own escalations from customers and other teams during off hours and weekends, escalating as needed.
• Confidently use AI and API development tools to assist in complex troubleshooting.

Conocimientos

Restaurant POS integrations

Customer support

Technical troubleshooting

AI-assisted debugging

Cross-functional collaboration

Herramientas

CX management tools

Descripción del empleo

Deliverect is seeking an Enterprise Support Specialist in Mexico City to provide technical support for high-value restaurant and retail customers. You will troubleshoot complex issues, collaborate with cross-functional teams, and manage escalations during off hours to ensure business continuity.

Fluency in English and strong communication are essential. You will work in a global Customer Experience team focused on personalized guidance and 24/7 support, leveraging AI tools to aid in