Tier II Technical Support Team Lead
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Owner is the AI growth system for local restaurants.
Our AI continuously improves SEO marketing and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales Owner gives them a proven system run by experts.
Owner is like having an army of engineers and marketers on your side just like the big chains.
Our vision
Were starting by helping independent restaurants succeed online.
But its not just restaurants that need our help. Most local 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.
Once we nail the solution for restaurantswell scale it into every other local business type.
In the future we envision tens of millions of local business owners will use our technology to succeed in the digital age.
Our traction
Since 2020 weve generatedtens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an website.
More importantly weve helped over 20000 restaurant owners and saved them nearly $200 million in fees.
Our team
Our team is now in the low hundreds. Weve got top talent from the most successful companies in SMB software including: Shopify HubSpot DoorDash ServiceTitan Rappi Faire and Stripe.
Well be scaling even faster in 2026 to keep pace with our customer growth.
Where we work
Owner is a remote-first global company headquartered in San Francisco with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.
Why we are looking for you
Were looking for a strategic technically strong and people-focused Tier II Support Team Lead to help scale and elevate our growing Tier II team. If you love solving complex problems developing others improving systems and driving operational excellence this role is for you.
The Tier II Support Team Lead will guide a small but high-impact team responsible for resolving advanced technical issues supporting integrations and shielding the Engineering org from unnecessary escalations. Youll play a key role in coaching the team refining processes owning performance metrics and working cross-functionally with Support Product and Engineering to continuously raise our bar for quality.
This role is remote based in Mexico or Colombia with a strong preference for candidates located in or near Mexico City (CDMX) or Bogotá.
The impact you will have
- Elevate the technical strength of Support: Youll coach Tier II specialists to become confident consistent and high-performing troubleshooters capable of handling complex customer and system issues.
- Improve quality across the entire Support org: Through QA calibration SOP governance and training partnerships youll help reduce repeat escalations and improve customer experience end-to-end.
- Increase operational efficiency: By refining workflows monitoring team metrics and driving clearer processes youll help Tier II meet and exceed goals around SLA adherence one-call resolution and productivity.
- Scale Tier II sustainably: Youll help build the systems documentation and training required for Tier II to grow into a fully mature technical support function.
Who youll work with
- Report directly to the Director of Support
- Work closely with Tier II Technical Support Agents guiding their growth through coaching 1:1s feedback and technical mentorship.
- Partner closely with Support Team Leads Support Enablement and our QA Analyst to drive quality and training initiatives.
- Work cross-functionally with Product Managers and Engineering Leads especially across integrations POS and recurring technical issues.
- Collaborate with CSM Launch and other customer-facing teams to strengthen escalation paths knowledge sharing and troubleshooting practices.
What were looking for
- 36 years of customer support or technical support experience ideally in SaaS.
- 13 years of experience coaching mentoring or leading a technical support function (Team Lead SME Supervisor or similar).
- Strong technical troubleshooting skillscomfortable digging into complex workflows APIs integrations sync logic and platform behavior.
- Proven ability to elevate team performance through coaching QA calibration and feedback loops.
- Familiarity with Salesforce RingDNA/Talkdesk Jira/Linear admin consoles log analysis or similar support tools.
- Comfortable managing escalations and communicating clearly with both technical and non-technical audiences.
- Skilled in identifying patterns surfacing product gaps and advocating for long-term fixes.
- A calm supportive leader who thrives in fast-paced high-volume environments.
- .
- Restaurant hospitality or marketplace support experience is a plus.
Pay and benefits
- The estimated yearly compensation for this role is the local equivalent to $35000 USD.
- Other benefits include comprehensive health coverage work from anywhere unlimited PTO - plus extra fun perks!
Notice - Employment Scams
Communication from our team regarding job opportunities will only be made by an Owner team member with an @ email address.
We do not conduct interviews over email or chat platforms and we will never ask you to provide personal or financial information such as your mailing address social security number credit card numbers or banking information. If you believe you are being contacted by scammer please mark the communication as phishing or spam and do not respond.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
Owner gives you the same tools that major national brands use to drive sales. Online ordering proven to grow sales. Mobile app with rewards. And more.
