20 publicaciones de empleo destacadas de principal technical program manager, engineering enablement en azcapotzalco, dif (¡Están contratando!)

Manager, Restaurant Tech Support
Restaurant365 —Ciudad de México, CDMX
- $56,666 a $89,166 por mes
- Tiempo completo
- Trabajo híbrido
- Microsoft Excel
- Inglés
- Mejora continua
- Seguro dental
- Seguro de la vista
Postulación rápida
4d
Senior Software Engineer
Mastercard —Ciudad de México, CDMX
- Tiempo completo
- Azure
- Desarrollo de software
Senior Expert IT Solution Architect
Nestlé —Granada, CDMX
- Tiempo completo
- Azure
- Administración de personal
- Informática
5d
GenBI Engineer
Kohler —Ciudad de México, CDMX
- SQL
- Experiencia en manufactura
- Python
Senior Enterprise Account Executive, Growth
MongoDB —Ciudad de México, CDMX
- Azure
- Salesforce
- Experiencia en bases de datos
- Permiso de maternidad y paternidad
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Sourcing Specialist, Senior (HR, Real Estate & Facilities, and Logistics)
Qualcomm —Ciudad de México, CDMX
- Tiempo completo
- Doctorado
- Análisis de datos
- Maestría
Staff Consulting Architect - NDB
Nutanix —Ciudad de México, CDMX
- Tiempo completo
- Azure
- Oracle
- Administración de personal
3d
Cybersecurity Technical Trainer
Thales —Federal, CDMX
- Tiempo completo
- Inglés
Murex DevOps
Luxoft —Ciudad de México, CDMX
- Azure
- Oracle
- Administración de personal
Software Development Engineer, Big Data
Zillow.com —Ciudad de México, CDMX
- Tiempo completo
- Informática
- DevOps
- Java
Software Engineer (Platform & Cloud Enablement), Remote, LATAM
ITX Corp —Ciudad de México, CDMX
- $4,200 a $7,900 por mes
- Tiempo completo
- Home Office (Desde casa)
- Azure
- DevOps
- Negociación
Postulación rápida
Solutions & Services Domain Specialist
Lenovo —Federal, CDMX
- Tiempo completo
- Administración de personal
- Informática
- Experiencia en ventas
Customer Success Engineer - Mexico City - Hybrid
Gigamon —Ciudad de México, CDMX
- Tiempo completo
- Azure
- Informática
- Licenciatura
Customer Success Manager
Pencil —Ciudad de México, CDMX
- Tiempo completo
- Vacaciones adicionales o permisos con goce de sueldo
- Permiso de maternidad y paternidad
Postulación rápida
1d
Marketing Analytics | Sr Analyst, Marketing Operations
Salesforce —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Powerpoint
- Microsoft Excel
- Administración de personal
- Permiso de maternidad y paternidad
3d
Sales Enablement Specialist
QAD, Inc. —Ciudad de México, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Experiencia en ventas
- Salesforce
- ERP systems
Postulación rápida
Senior Data Engineer
DiDi Global —Cuauhtémoc, CDMX
- Administración de personal
- Informática
- Inglés
Marketing Analytics | Lead, Marketing Operations (Individual Contributor)
Salesforce —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Powerpoint
- Microsoft Excel
- Administración de personal
- Permiso de maternidad y paternidad
3d
Senior Specialist IT Solution Architect
Nestlé IT —Granada, CDMX
- Tiempo completo
- Azure
- Administración de personal
- Informática
6d
Staff Software Engineer - Frontend & AI Tooling (AI Enablement) (Ingeniero de Software Staff - Frontend y Herramientas IA) - Hybrid
Clara —Ciudad de México, CDMX
- Inglés
- JavaScript
- Presencial
4d

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Manager, Restaurant Tech Support

Restaurant365 -
Ciudad de México, CDMX

Postulación rápida

Información del empleo

Tiempo completo
$56,666 a $89,166 por mes
Hace 4 días

Beneficios

Seguro dental
Seguro de la vista
Seguro de vida

Cualificaciones

Jira
FTP
SFTP
Microsoft Excel
Inglés
Mejora continua
Capacitación
B2B
Atención al cliente
SaaS
Liderazgo

Descripción completa del empleo

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!

We're looking for a Product Support Manager to lead one of our Mexico-based support teams. This isn't a role for someone who wants to manage from a distance you'll be close to the work, close to your team, and close to the customer. You'll own day-to-day operations, coach your agents and team leads, drive performance through data, and partner cross-functionally with Product, Engineering, and Customer Success to continuously improve how we serve our customers.

If you're energized by building high-performing teams, thrive in a fast-moving SaaS environment, and know how to balance operational discipline with genuine people leadership this role is for you.

What You'll Own:

Team Leadership & Development

Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans.

Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals.

Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving.

Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves.

Communicate team performance, priorities, and risk areas clearly and consistently to leadership.

Support Operations & Escalation Management

Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team.

Serve as the primary escalation point for complex or sensitive customer issues you step in when it matters most.

Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers.

Monitor trends in support volume and escalations to proactively identify risks and gaps before they become bigger problems.

Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale.

Customer & Product Alignment

Develop a deep understanding of what drives support demand ticket analysis, customer feedback, and product usage patterns.

Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering.

Translate product roadmap changes and releases into clear support readiness plans: training, process updates, documentation.

Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions.

Data, Performance & Continuous Improvement

Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools.

Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action.

Identify and implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient.

Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are the norm.

Share what's working with peers and leadership so successful approaches can be standardized across teams.

What We're Looking For:

Required

3+ years in customer support or customer facing operations, including 1–2+ years in a people leadership or team lead role, SaaS, B2B, or technical support preferred.

Proven track record managing high-volume support queues while maintaining SLA and quality standards.

Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations.

Strong analytical thinking, comfortable interpreting support metrics and translating data into action plans.

Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders.

Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets.

Calm, solution oriented, and empathetic under pressure, especially when handling escalations and difficult customer situations.

Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations.

Basic understanding of how web applications and APIs work:

HTTP methods (GET, POST, PUT, DELETE)

Common status codes (2xx, 4xx, 5xx)

Headers, query parameters, request/response bodies

Familiarity with file transfer concepts:

FTP/SFTP basics

Directory structures and file naming conventions

Verifying file presence, timestamps, and file sizes

Comfort reading logs and interpreting data:

Reading timestamps and severity levels (INFO/WARN/ERROR)

Locating relevant log entries for a specific transaction, store, or time window

Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors

For technical or development-focused tracks:

Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows)

Comfort with basic programming logic and complex troubleshooting scenarios

Compensation:

Compensation for this position is $680,000 - $1,070,000 MXN annually ($56,666 - $89,166 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Postulación rápida

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