| Description | 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 more than 100000 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 understanding the magnitude and scope of the issues before escalating directly to 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/bugs using the data and tools available to us. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira. Assess the impact and prevalence of issues by analyzing the data to determine 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 phone chat and emails. 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 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 posses technical knowledge/troubleshooting skill and willingness to learn and excel 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. #LI-Remote |