Technical Support Engineer; L1​/L2 - Cancun, Mexico

About the role

Cancun and the Riviera Maya form one of the densest resort markets in the Americas, and buffets and all‑inclusive kitchens are exactly where food waste is most acute. We're looking for an independent contractor to be Winnow's technical presence on the ground in this 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.

• 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.

• 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.

• 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.