Senior Technical Support Engineer - Spanish

Motive is a leading provider of tools designed to empower those managing physical operations by enhancing safety, productivity, and profitability. Our platform uniquely integrates safety, operations, and finance teams, allowing them to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while significantly reducing manual workloads through automation and simplification of tasks. Serving nearly 100,000 customers ranging from Fortune 500 companies to small businesses, we operate across diverse industries such as transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

The Technical Support Engineer plays a critical role in managing, diagnosing, troubleshooting, and resolving customer issues related to Motive’s products. This position involves tracking problems, identifying root causes, and escalating significant issues to the appropriate stakeholders, including Technical Leads and Engineering teams. Additionally, the role requires training and guiding other support staff and collaborating across departments. As a bilingual Technical Support Engineer, you will provide assistance in both Spanish and English, ensuring clear communication with a diverse customer base.

Key Responsibilities
- Deliver exceptional customer service by exceeding expectations in quality, timeliness, documentation, and resolution.
- Troubleshoot and resolve technical support issues related to Motive’s software products.
- Investigate errors or bugs using available data and tools, reporting findings and inconsistencies to Technical Leads and Engineering via Jira.
- Analyze data to assess the impact and scope of issues, performing thorough root cause analysis.
- Use engineering-developed tools to correct erroneous user or driver data to resolve technical problems.
- Provide constructive feedback and training support to Tier 1 agents, assisting with technical inquiries.
- Build and maintain trusting relationships with customers through open and interactive communication via phone, chat, and email.

Required Qualifications
- Bilingual fluency in spoken and written Spanish and English (US).
- 2 to 3 years of experience in customer support, technical support, or software development, preferably in customer-facing roles.
- Familiarity with software development processes and tools, especially for SaaS products.
- Strong technical knowledge and troubleshooting skills, with a demonstrated willingness to learn and excel.
- Ability to perform detailed root cause analysis.

Preferred Qualifications and Additional Information
- Basic knowledge of SQL and Python is an advantage.
- Commitment to diversity and inclusion is a core value at Motive; we welcome candidates from varied backgrounds, experiences, and perspectives.
- Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as access to Motive’s products and technology is required.
- For U.S.-based roles, some candidates may be required to sign a non-compete agreement, subject to applicable laws and exceptions based on location and role.
- All job postings correspond to current vacancies; some interviews or training sessions may be conducted in person at one of Motive’s global offices.

Motive is proud to be an equal opportunity employer committed to creating an inclusive workplace where all employees can thrive.