Join Motive as a Senior Technical Support Engineer, providing bilingual support in Spanish and English to enhance customer experience.
Posted by employer 2 months ago
First seen on Joblaze 2 months ago
Last verified on the company career page 1 hour ago
Requirements
- Experience
- 2–3 years
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Joblaze summary
In this role, the Senior Technical Support Engineer is responsible for diagnosing and resolving customer issues related to Motive's products while providing bilingual support in Spanish and English. The position requires strong technical troubleshooting skills, familiarity with software development processes, and the ability to analyze data for root cause identification. Ideal candidates have 2-3 years of experience in customer-facing technical support roles and possess a willingness to learn. Motive emphasizes a diverse and inclusive workplace, reflecting its commitment to varied backgrounds and perspectives.
Joblaze insights
Quick facts
- How much experience is required?
- 2–3 years of relevant experience for this Senior Technical Support Engineer - Spanish role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Python, SQL.
- What seniority level is this role?
- Motive targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Technical Support Engineer - Spanish role at Motive.
From the original posting
Who we are:
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.
- 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.
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Standard company text repeated across Motive's postings is omitted here.
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