Technical Support Engineer (Bilingual - Spanish/English)

Employment Type: [Not Specified] Location Type: Remote Salary: [Not Specified]

Position Overview

Motive is seeking a Bilingual Technical Support Engineer fluent in both Spanish and English to join our team. In this role, you will be responsible for managing, tracking, diagnosing, troubleshooting, and identifying root causes for customer issues. You will also train, educate, assist, and guide other employees within Support and across the company. A key aspect of this role is to identify and alert stakeholders on larger issues and trends, assessing their magnitude and scope before escalating to the Technical Lead/Engineering.

About Motive

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 more than 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.

Responsibilities

• 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.
• Report 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 in 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.
• Possess technical knowledge and troubleshooting skills, with a willingness to learn and excel.
• Ability to perform in-depth root cause analysis.
• Basic knowledge of SQL and Python is a plus.

Company Culture & Policies

Motive is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives.

Please review our [Candidate Privacy Notice]([Link to Candidate Privacy Notice]) here. [Link to 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.

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