How Snackpass Staffed 10 Tech Support Roles in Mexico

The company

Snackpass is a California company serving restaurants with point-of-sale, ordering and marketing technology.

The problem this engagement solves

Nearshore staffing is sold as an engineering story. Most of the demand is not.

Support, operations and customer-facing technical functions are where volume grows fastest, where US hiring is hardest to justify per seat, and where the quality of a single conversation is the whole product experience. 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.

It is not a lower tier. It is a different competency, and it has to be vetted as one.

What CodersLink did

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 those roles went through the same five-layer vetting against the same 75-point gate applied to an engineering hire. Communication and soft skills are two of the five layers, not a soft bonus added at the end, which is what makes the same process fit a support function without being bent for it.

Results

Roles supported

Tech Support Team Lead · Technical Support

Does staff augmentation work for support, not just engineering?

Yes. Snackpass has staffed ten technical support roles in Mexico with CodersLink, including a Tech Support Team Lead, in an engagement running more than four years.

The machinery is identical to an engineering engagement: the same warm community pipeline, the same five-layer vetting, the same 75-point gate, the same overlap with US business hours, the same unlimited free replacements. What differs is what the vetting is looking for, and the fact that the five layers already include communication and judgment means it does not have to be redesigned to find it.

If the function you need to build is support, operations or customer success rather than a product squad, this is the closest thing in our portfolio to a like-for-like reference.

How every CodersLink Staff Augmentation engagement works

The same terms apply to this engagement and to every other.

• Who holds the contract. CodersLink holds the engineer's contract in Mexico, and the classification decision is ours to make and ours to carry.
• Who directs the work. The client. The client sets priorities and accepts the work; the engineer works to the client's roadmap and delivery standards.
• Who owns the output. Everything the engineer creates for the client's project is assigned to the client by present assignment, worldwide and perpetual, signed inside the engineer's service agreement before day one. Every engineer signs an NDA before starting.
• Vetting. Five layers against a 75-point gate (communication, soft skills, a live technical screen, background verification and references), applied the same way every time. Verification and references are completed and archived before contract signing, and the findings are shared with the client.
• Hours. 7–8 hours of daily overlap with US business hours.
• Replacements. Unlimited, free, for the life of the engagement: no cap, no tenure window, no fee. Sourcing restarts within one business day of your request, and three vetted profiles reach you within five business days for a standard role. We would rather tell you how it runs than let "unlimited" imply "instant."
• Pricing. A fixed monthly rate per engineer. We show you what sits inside that rate before you sign, and we never take a cut of the engineer's pay.

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.