Senior Technical Support Engineer – Spanish

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Oversee, monitor, diagnose, troubleshoot, and identify root causes for customers in Technical Support.

• Educate, train, assist, and provide guidance to employees within Support and across the organization as necessary.

• Recognize and inform stakeholders about significant issues and trends.

• Comprehend the scale and scope of issues prior to escalating to the Technical Lead/Engineering team.

• Surpass customer expectations concerning quality, timeliness, documentation, resolution, and overall customer experience.

• Address support issues related to Motive's products.

• Examine errors or bugs utilizing available data and tools.

• Report discrepancies and bugs to the Technical Lead/Engineering via Jira.

• Analyze data to evaluate issue impact and prevalence, as well as to determine root causes.

• Utilize engineering tools to amend incorrect user/driver data.

• Provide constructive feedback to Tier 1 agents and assist with technical inquiries.

• Cultivate customer relationships through communication via phone, chat, and email.

⛳️ Requirements

• Proficient in both spoken Spanish and English (US).

• Capable of effective written communication in Spanish and English.

• 2–3 years of experience in Customer Support, technical support, or software development, ideally in customer-facing positions.

• Familiarity with the software development process and tools for a SaaS-based product.

• Possess technical knowledge and troubleshooting capabilities.

• Eagerness to learn and excel.

• Competence in conducting comprehensive root cause analysis.

• Basic knowledge of SQL and Python is advantageous.

• Must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

• Employees must be authorized to gain access to Motive products and technology.

🏝️ Benefits

• Equal opportunity employer.

• Some interviews or new-hire training sessions may take place in person at one of Motive's global offices.