Senior Technical Support Analyst (LATAM) --- (SaaS IoT | Application Support Engineer | Bilingu[...]

Goodwork; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading telematics software company is seeking a Senior Technical Support Analyst for LATAM. This role involves providing exceptional support for IoT fleet management solutions, managing customer technical needs, and collaborating with a global team. Ideal candidates will have extensive technical support experience, bilingual proficiency, and a proactive mindset.

Serviços

Medical benefits reimbursement

Hardware credit allowance

Paid vacations and US public holidays

Work-life balance

Above-market compensation

Qualificações

• 3-6+ years of technical support experience, with 2 years in Tier 2 support.
• Experience with IoT devices and their connectivity challenges.

Responsabilidades

• Provide Tier 2 troubleshooting of IoT connectivity and software integration issues.
• Assist with customer onboarding and implementation.

Conhecimentos

Bilingual

Problem Solving

Technical Troubleshooting

Customer Success

Formação académica

Bachelor’s degree in Software Engineering

Bachelor’s degree in Computer Science

Bachelor’s degree in Electrical Engineering

Ferramentas

Postman

Google Cloud Platform

Descrição da oferta de emprego

Join to apply for the Senior Technical Support Analyst (LATAM) (SaaS IoT | Application Support Engineer | Bilingual | Remote or CDMX) role at Goodwork

Join to apply for the Senior Technical Support Analyst (LATAM) (SaaS IoT | Application Support Engineer | Bilingual | Remote or CDMX) role at Goodwork

Goodwork is recruiting for a Canadian-based telematics software, hardware, and consultancy firm specializing in fleet management and field service solutions.

What makes this opportunity interesting?

• Join a Canadian leader managing 3M+ vehicles globally
• Innovate with cutting-edge IoT and enterprise software solutions
• Work remotely with a global team

We’re a multi-brand organization providing advanced fleet management software, hardware, and consulting solutions that drive efficiency and profitability for fleet and field service companies worldwide. Our comprehensive approach combines GPS tracking, sensors, and cameras with scalable IoT SaaS software platforms, custom software development, and marketplace integrations.Our mission: make fleets safer, more efficient, and more profitable.

Established in 2010, we've grown to serve over 3,000 customers with solutions operational in over 3 million vehicles globally, including major enterprises like PepsiCo and Emirates Airlines.

OUR COMPANY VALUES guide our team and shape our culture.

• Customer First: We prioritize customers and their success in everything we do.
• Speed & Impact: We act quickly but always with purpose and measurable results.
• Own It: We take full responsibility and solve problems proactively.
• Trust & Integrity: We build trust through honesty, transparency, and ethical behaviour.
• Learn & Adapt: We embrace continuous learning and stay flexible in a changing world.
• Stronger Together: We achieve more through teamwork and collaboration.

We maintain headquarters in Toronto with branches in Dubai, New York, and Mexico, plus a global remote team. We pride ourselves on employee retention and a strong sense of unity despite geographical distances.

Goodwork is recruiting for a Canadian-based telematics software, hardware, and consultancy firm specializing in fleet management and field service solutions.

What makes this opportunity interesting?

• Join a Canadian leader managing 3M+ vehicles globally
• Innovate with cutting-edge IoT and enterprise software solutions
• Work remotely with a global team

We’re a multi-brand organization providing advanced fleet management software, hardware, and consulting solutions that drive efficiency and profitability for fleet and field service companies worldwide. Our comprehensive approach combines GPS tracking, sensors, and cameras with scalable IoT SaaS software platforms, custom software development, and marketplace integrations.Our mission: make fleets safer, more efficient, and more profitable.

Established in 2010, we've grown to serve over 3,000 customers with solutions operational in over 3 million vehicles globally, including major enterprises like PepsiCo and Emirates Airlines.

OUR COMPANY VALUES guide our team and shape our culture.

• Customer First: We prioritize customers and their success in everything we do.
• Speed & Impact: We act quickly but always with purpose and measurable results.
• Own It: We take full responsibility and solve problems proactively.
• Trust & Integrity: We build trust through honesty, transparency, and ethical behaviour.
• Learn & Adapt: We embrace continuous learning and stay flexible in a changing world.
• Stronger Together: We achieve more through teamwork and collaboration.

We maintain headquarters in Toronto with branches in Dubai, New York, and Mexico, plus a global remote team. We pride ourselves on employee retention and a strong sense of unity despite geographical distances.

About the Role

We're looking for a Senior Technical Support Analystto spearhead our Latin American expansion while ensuring exceptional support for our enterprise IoT fleet management solutions. This position combines Tier 2 technical support expertise with implementation management, making you the primary technical resource for our LATAM market while also supporting our global customer base.

You'll manage the full spectrum of customer technical needs, from software integrations to hardware diagnostics, handle API debugging, IoT device connectivity issues, and system performance monitoring via Google Cloud Platform.

You'll start with Tier 1 training to understand our fundamentals, then advance to Tier 2 responsibilities as you grow with our team. While primarily focused on LATAM customers, you'll also support our global 24/7 service desk, collaborating closely with our North American team to leverage their expertise and established processes.

This position is open for remote candidates across LATAM, with the option for those based in Mexico City to work from our local office in Molino del Rey (Miguel Hidalgo).

OUR IDEAL CANDIDATE brings 3-6+ years of technical support experience, with at least 2 years in Tier 2 support handling IoT devices and enterprise software platforms. You excel at technical troubleshooting—from debugging APIs with Postman to diagnosing IoT connectivity issues—and you're equally comfortable managing customer implementations. What sets you apart is your exceptional ownership and attention to detail: your ticket documentation is thorough, your customer updates are proactive, and when you spot process gaps, you create solutions that help the entire team succeed. You're skilled at leveraging knowledge bases and technical resources, yet you know when to escalate issues before they impact customers. With strong bilingual abilities in Spanish and English, you'll be our customers' advocate while independently managing our Latin American technical operations. Most importantly, you align with our values of customer obsession and proactive problem-solving—when you take ownership of a task, the team knows it's in capable hands.

Your performance will be measured by ticket resolution metrics, customer satisfaction scores, and your ability to independently manage the technical needs of our Latin American market.

You'll be part of our growing LATAM team while serving on our global Service Desk team. Initially reporting to our Support Manager with future transition to Regional Lead (LATAM) as we expand.

You'll be doing things like:

• Customer Onboarding & Implementation: Assist with account creation in both Spanish and English; guide device installations; configure GPS tracking rules; conduct product training sessions
• Advanced Technical Support: Provide Tier 2 troubleshooting of IoT connectivity and software integration issues; debug APIs and system performance; use Postman for API troubleshooting; analyze JSON responses
• IoT Device & Hardware Management: Troubleshoot GPS tracking devices and IoT sensors; conduct connectivity diagnostics; verify SIM card and cellular connectivity
• System Monitoring: Monitor platform performance via Google Cloud Console; identify potential issues before they impact customers; debug and flag issues
• Case Management & Documentation: Manage bilingual client communications; gather diagnostic information; create comprehensive bug cards; update knowledge base articles
• Customer Success: Build strong client relationships across Latin America; provide high-touch support; manage renewal processes; ensure customer satisfaction
• Cross-team Collaboration: Serve as technical bridge between LATAM and North American teams; share knowledge and best practices

Skills & Qualifications

• 3-6+ years of experience in technical support roles, such as Technical Support Specialist , IT Support Engineer , or Field Service Support, with 2+ years at Tier 2 or equivalent level handling advanced troubleshooting and escalated issues
• Mandatory bilingual proficiency in English and Spanish (speaking, reading, writing)
• Strong analytical and problem-solving skills for root cause analysis
• Experience with IoT devices and their connectivity challenges
• Proficiency in troubleshooting software issues, with experience in Postman and JSON for API debugging
• Exceptional client-facing and written communication skills
• Proactive mindset with a track record of anticipating issues
• Ability to work collaboratively in a global team environment

Bonus if you also have:

• IoT hardware troubleshooting experience (dash cameras, GPS devices)
• Background in software QA or development
• Track record of proactive customer success projects
• Proficiency with Google Cloud Platform and monitoring tools
• Familiarity with our tools: ZohoDesk, ZohoCRM, RingCentral, Postman, Google Cloud Platform, ChatGPT

Position Details

• Working Hours: 9-hour shift, inclusive of a 1-hour break. Mexico Time zone (9am-6pm) +/- 1-2 hours, with potential adjustments based on customer needs
• Full-time vs Part-time: Full-time (40 hours/week, plus an additional 5 hours of break time allocated throughout the week). Exclusivity required.
• Education: Bachelor’s degree in Software Engineering, Computer Science, Electrical Engineering, or a related field with a focus on hardware troubleshooting.
• Level: Intermediate (3-5 years of relevant experience), Senior (6+ years)
• Compensation: ~CAD $3,000–3,750 (12K–15K BRL ) per month, based on experience and region. Structured as a Consultant Agreement (independent contractor), meaning you'll be responsible for your own taxes, benefits, and insurance.
• Location: Remote across LATAM. Candidates from Mexico City can work from our local office in Molino del Rey (Miguel Hidalgo) - an upscale neighborhood with excellent amenities.

Benefits of working with us:

• Work directly with a forward-thinking international company
• Work from the comfort of your home
• Incredibly talented teammates
• ️ Work-life balance: 9 hours a day (including a 1-hour break), 5 days a week
• Above-market compensation
• Lots of learning & growth opportunities
• Paid vacations and US public holidays
• ???? Medical benefits reimbursement
• Hardware credit allowance
• Compensation anchored to the Canadian dollar

Not sure you meet all the requirements? Apply anyway! We value diverse experiences and hire for potential.

If you don't hear back within 4 weeks, assume you weren't selected, but Goodwork may still reach out about other remote roles.

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Additional keywords: fleet telematics support, GPS device specialist, IoT implementation, technical support LATAM, bilingual tech support, enterprise software support, fleet management specialist, telematics engineer, cloud platform specialist, API support specialist, Spanish English tech support, Mexico City tech jobs, remote LATAM tech support

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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