{"id":1247103,"url":"https://alion.io/job/spoton-technical-support-expert-i","title":"Technical Support Expert I","company":{"id":1761,"name":"SpotOn","domain":"spoton.com","url":"https://alion.io/company/spoton","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":156000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-25T17:51:14Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-01T00:53:55Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About SpotOn\nWe’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.\nNamed the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users\n\nRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users\n\nAwarded Great Places to Work and Built In’s Best Workplaces for multiple years running\n\nWe move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.\nAbout the role\nThe Technical Support Expert I provides expert support for payment devices, printers, and related hardware. This role combines deep technical knowledge with strong customer service skills to ensure timely resolution of hardware and connectivity issues while guiding clients clearly and maintaining service excellence.\nWhat you'll do\nProcess Optimization\nFollow and refine standard procedures to ensure consistent hardware support.\n\nIdentify recurring hardware or connectivity issues and suggest workflow improvements.\n\nDocument case outcomes accurately in CRM and ticketing systems (e.g., Salesforce, Zendesk, Freshdesk).\n\nTechnical Support & Troubleshooting\nTroubleshoot and resolve issues with payment devices, printers, scanners, and peripherals.\n\nConfigure and set up hardware devices, including connectivity via USB, Bluetooth, or Wi-Fi.\n\nGuide clients through firmware updates, driver installation, and system compatibility fixes.\n\nDiagnose connectivity and network issues, including LAN/WAN setups and IP configuration.\n\nSupport POS systems and their integration with hardware devices.\n\nClient Advocacy & Communication\nCommunicate technical solutions clearly and empathetically to non-technical clients.\n\nServe as a trusted advocate, ensuring timely and effective resolution.\n\nMaintain professionalism during high call volumes or challenging interactions.\n\nOperational Excellence & Collaboration\nManage multiple tickets, prioritize workload, and ensure SLA compliance.\n\nCollaborate with escalation teams, leadership, and subject matter experts for complex issues.\n\nParticipate in team knowledge sharing and contribute to process improvements.\n\nWhat you'll need\nHardware troubleshooting and device configuration (payment devices, printers, scanners).\n\nBasic networking knowledge (LAN/WAN, IP addressing, connectivity tools).\n\nFamiliarity with operating systems: Windows, Android, iOS.\n\nCustomer-focused communication, empathy, and active listening.\n\nSystematic problem-solving and diagnostic skills.\n\nStrong multitasking, time management, and organizational abilities.\n\nExperience with CRM and remote support tools (Salesforce, TeamViewer, LogMeIn).\n\nTeam collaboration, adaptability, and resilience under pressure.\n\nDepth of experience in technical support or customer-facing hardware troubleshooting roles.\n\nExperience with POS systems and peripheral device integrations preferred..\n\nPrevious Experience\n1 year of professional experience in customer success or related roles.\n\nExperience in fintech or SaaS environments preferred.\n\nEducation / Professional Training\nA high school diploma or GED is required.\n\nAssociate degree in IT, Networking, Hardware Support, or a related field preferred.\n\nAn equivalent combination of education and experience may be considered.\n\nLanguages & Level of Proficiency:\nFluent in English and Spanish (written and verbal).\n\nAdditional languages are preferred but not required.\n\nWhat We Offer\nBase Salary: $20,400 MXN gross per month\n\nPerformance bonus up to $3,660.00 MXN\n\nPrivate health insurance\n\nDental insurance\n\nAll Mexican laws benefit\n\n20-day Christmas bonus (Aguinaldo)\n\nTotalPass membership\n\nProfessional development and career growth opportunities\n\nWe will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at .\nSpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.\nFor U.S. based roles, work authorization in the U.S. is required. Visa sponsorship is not available for this role.\nSpotOn is an E-Verify company.","description_format":"text","description_chars":4853,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Dental insurance","Growth opportunities","Health insurance","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-09-25T17:56:05Z"}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.892,"p_room":1,"age_days":4,"expected_fill_days":21,"reasons":["conf:6","velocity","win:early"],"computed_at":"2026-09-30T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/spoton-technical-support-expert-i","json_url":"https://alion.io/job/spoton-technical-support-expert-i.json","meta":{"generated_at":"2026-10-01T03:30:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2995,"day_limit":5000,"remaining_today":2005,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}