Technical Account Associate, Otter - Mexico City

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

What you’ll do

• Improve team processes by surfacing gaps and inefficiencies in tools, products, and processes.
• Collaborates with teams to resolve complex technical issues and escalate problems.
• Manages and coordinates technical projects or implementations.
• Technical Account Management: Work with global and regional Technical Account Management teams across technology and business functions to manage key technical relationships with external POS and restaurant partners.
• Sales Engineering: Partner with Enterprise & Strategic Technical Account Managers Sales to support technical pre-sales conversations and ensure the customer's onboarding onto existing and evolving products and solutions are as smooth as possible.
• Merchant Growth: Work closely with Strategic & Enterprise Technical Account Managers to support the launch of new technology integrations to win new accounts and grow existing accounts.
• Merchant Onboarding: Own merchant onboarding, technical deployment, and support execution for both 1:1 and 1:Many partner engagements.
• Product & Engineering Feedback Loop: Collect product feedback from partners, document the resulting requests, and work with Technical Account Managers teams to prioritize feature requests.
• Create and maintain comprehensive technical documentation.
• Manage and prioritize support tickets to ensure timely resolution

What we’re looking for

• Demonstrated ability to resolve complex technical issues and manage problem escalation effectively in collaboration with cross-functional teams.
• Experience managing or coordinating technical projects and/or implementations.
• Skill in establishing and maintaining key technical relationships with external partners, such as POS providers and restaurant groups, preferably in a global or regional capacity.
• Familiarity with supporting technical pre-sales conversations (Sales Engineering) to ensure smooth customer integration.
• Proactive mindset to improve team processes by identifying and addressing gaps and inefficiencies in tools, products, and workflows.

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Mexico City office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

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