Technical Support Engineer (Bilingual - Spanish/English)

Position Overview

Motive is seeking a bilingual Technical Support Engineer fluent in both Spanish and English to join our team. This role involves managing, tracking, diagnosing, troubleshooting, and identifying root causes for customer issues. You will also be responsible for training and guiding other employees, identifying and alerting stakeholders to significant issues and trends, and understanding the scope of problems before escalating to the Technical Lead/Engineering team.

About the Role

As a Technical Support Engineer, you will:

• 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/bugs using available data and tools, reporting inconsistencies and bugs to the 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 for resolving technical support issues.
• Provide constructive feedback to Tier 1 agents for training purposes and assist with technical questions.
• Build trusting relationships with customers by communicating openly and interactively over phone, chat, and email.

Requirements

• 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.
• Must possess technical knowledge/troubleshooting skills and a willingness to learn and excel.
• Ability to perform in-depth root cause analysis.
• Basic knowledge of SQL and Python is a plus.

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 over 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.

Company Culture & Policies

• 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 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.

Employment Type:

• (Information not provided)

Location Type:

• #LI-Remote

Salary:

• (Information not provided)