Technical Support Engineer, L1/L2

Responsibilities

• 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 ...