How Snackpass staffed a ten-role technical support function in Mexico
Nearshore is sold as an engineering story. Most of the demand is not. This is the same machinery applied to a support organization.
Restaurant Technology · Technical Support · Staff Augmentation
IN A NUTSHELL
Support, operations and customer-facing technical functions are where volume grows fastest and where US hiring is hardest to justify per seat. They are also where staffing vendors are least convincing, because a model built to place senior engineers tends to treat support as a lower tier of the same thing.
Snackpass staffed ten technical support roles in Mexico, including a Tech Support Team Lead, through the same five-layer vetting applied to an engineering hire.
Overview
About the client
Snackpass builds point-of-sale and marketing software for restaurants. The platform covers in-store terminals and kiosks, online and mobile order-ahead, and a loyalty and rewards program with a social sharing component that turns customer referrals into repeat orders. It was founded in 2017.
IndustryRestaurant Technology / Point of Sale
Company size51–200 employees
LocationSan Francisco, California, USA
Solution
Our Approach
Snackpass engaged CodersLink for Staff Augmentation: Mexican professionals vetted to the Top 1% Standard, working inside Snackpass’s own support operation on a per-professional contract.
Ten roles have been filled over the life of the engagement, including a Tech Support Team Lead. Every one of them went through the same five-layer vetting against the same 75-point gate applied to an engineering hire.
Key decision: do not bend the vetting for a support function. Communication and soft skills are already two of the five layers, so the process finds what a support role needs without being redesigned for it.
Impact
The Results
Outcome: a ten-role technical support function staffed from Mexico, running for more than four years.
Ten roles filled over the life of the engagement, including a Tech Support Team Lead.
The same five-layer vetting and 75-point gate applied to support hires as to engineers.
More than four years of continuity in a function that is historically high-churn across the industry.
NEXT STEP
Building a support or operations function rather than an engineering pod?
Book a call. We will scope the structure, including who leads it, before the headcount.
