Senior Technical Support Engineer - Spanish

Motive is seeking a Senior Technical Support Engineer fluent in both Spanish and English to manage, track, diagnose, and troubleshoot customer issues. This role involves identifying root causes, reporting bugs to engineering, and assessing the impact of issues. The engineer will also train and guide other support employees, provide constructive feedback to Tier 1 agents, and build strong customer relationships through various communication channels. A Bachelor's degree in Computer Science/Engineering and 2-3 years of relevant experience are required.

Must Have

• Manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support.
• Train, educate, assist, and provide guidance to other employees within Support and across the company.
• Identify and alert necessary stakeholders on larger issues and trends.
• Understand the magnitude and scope of issues before escalating to Technical Lead/Engineering.
• Provide support in both Spanish and English.
• Exceed customer expectations in quality, timeliness, documentation, resolution, and customer experience.
• Resolve support issues related to Motive's products.
• Investigate the source of errors or bugs using available data and tools.
• Report inconsistencies and bugs to Technical Lead/Engineering through Jira.
• Assess the impact and prevalence of issues by analyzing data to determine root cause.
• Utilize tools developed by the engineering team to modify erroneous user/driver data.
• Provide constructive feedback to Tier 1 agents and assist with technical questions.
• Build trusting relationships with customers over phone, chat, and email.
• Fluent in speaking and writing Spanish and English.
• 2-3 years of experience in customer support, technical support, or software development.
• Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
• Familiarity with software development process and SAAS products.
• Possess technical knowledge and troubleshooting skills.
• Able to perform in-depth root cause analysis.

Good to Have

• Basic knowledge of SQL
• Basic knowledge of Python

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering. As a bilingual Technical Support Engineer, you will be responsible for providing support in both Spanish and English.

What You’ll Do:

• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
• Resolve support issues related to Motive's products.
• Investigate the source of errors or bugs using the available data and tools. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
• Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
• Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
• Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions
• Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.

What We’re Looking For:

• Bilingual: Fluent in speaking Spanish and English (US)
• Skilled in written communication (both Spanish and English)
• 2 -3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
• Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
• Familiarity with the software development process and tools for a SAAS based product.
• Candidate must possess technical knowledge/troubleshooting skills, and a willingness to learn and excel
• The candidate should be able to perform an in-depth root cause analysis
• Basic knowledge of SQL and Python is a plus

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here._

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

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