At a Glance
- Tasks: Own client issues from troubleshooting to resolution in top resort kitchens.
- Company: Join a leading tech company focused on reducing food waste in hospitality.
- Benefits: Flexible contractor role with competitive pay and the chance to work in beautiful locations.
- Other info: Enjoy independence and flexibility while building relationships with chefs and F&B teams.
- Why this job: Make a real impact while working hands-on with innovative technology in vibrant kitchens.
- Qualifications: Fluent in English and Spanish, with experience in technical support or hospitality IT.
The predicted salary is between 45000 - 50000 £ per year.
About the role
We're looking for an independent contractor to be Winnow's technical presence on the ground in Cancun and the Riviera Maya, a strategically important market. This is a hybrid L1/L2 role: you'll own client issues end‑to‑end, from first response through troubleshooting, root cause analysis and resolution, remotely and on‑site in some of the world's best‑known resort kitchens. The work is varied and hands‑on: remote diagnostics one day, walking a kitchen with an executive chef the next, assembling and shipping equipment the day after. You'll have real ownership of your region while being backed by a global team. Please note: this position is offered as an independent contractor engagement, not employment. You will need to be set up to invoice Winnow for your services.
What you'll do
- Own client issues end‑to‑end. Receive, assess, and resolve technical requests within SLA – diagnosing problems, performing root cause analysis, and escalating complex issues to the engineering team in a structured way.
- Monitor proactively. Track the daily performance of Winnow systems across your client base and contact sites before small issues become big ones.
- Work hands‑on with hardware. Support, install, and maintain Winnow Vision systems (cameras, scales, tablets, connectivity) in live kitchen environments, and manage local stock, assembly, and shipping of equipment for client deployments.
- Be on‑site where it matters. Visit client kitchens across the Riviera Maya to install, troubleshoot, and train, building trusted relationships with chefs and F&B teams.
- Turn knowledge into assets. Develop product documentation and contribute to our internal knowledge base so the whole support team improves with every ticket.
- Report on what counts. Produce regular site performance reports and contribute to weekly and monthly support KPIs.
Required
- Ability to operate as an independent contractor and issue invoices for services rendered.
- Fluent English and Spanish, written and spoken.
- Experience in a customer support, technical support, or hotel/resort IT role – hospitality tech backgrounds are very welcome.
- A keen user of technology with a track record of troubleshooting methodically and explaining solutions clearly.
- Self‑organised and independent: you manage your own schedule, priorities and client relationships without close supervision – essential in a contractor arrangement.
- Calm, measured and consistently service‑oriented, including with demanding clients in high‑pressure kitchen environments.
Nice to have
- Experience with data tools: Excel analysis, SQL, data annotation.
- Basic Linux and networking knowledge.
- ITIL Foundation or similar service‑management background.
- Experience supporting hardware/IoT devices in the field.
Technical Support Engineer (L1/L2) - Cancun, Mexico employer: Winnow
Winnow is an exceptional employer for those seeking a dynamic and impactful role in the vibrant resort market of Cancun. As a Technical Support Engineer, you'll enjoy a hands-on work culture that fosters independence and innovation, with opportunities to build meaningful relationships with clients while contributing to sustainability in the hospitality industry. With a global support team backing you, this role offers unique advantages such as flexible working arrangements and the chance to make a tangible difference in reducing food waste in some of the world's most renowned kitchens.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (L1/L2) - Cancun, Mexico
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how Winnow might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace Technical Support Engineer (L1/L2) - Cancun, Mexico
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at Winnow know if you can meet their needs without any hiccups!
Tailor Your Application to Winnow:Every company has its vibe and customer approach. Research Winnow's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at Winnow
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at Winnow.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
