Senior Technical Support Engineer - Spanish

Motive; Pakistan; On-site; PKR 1,000,000 - 1,800,000; Full time

Job summary

Motive is seeking a Technical Support Engineer who can operate in both Spanish and English to support our SAAS platform. You will diagnose issues, guide customers, and collaborate with Engineering to resolve bugs using Jira.

Strong written communication and a proactive learning mindset are essential, with a focus on quality and timely resolutions. The role emphasizes in-depth root-cause analysis, familiarity with SQL/Python basics, and the ability to work with cross-functional teams across

Qualifications

• 2-3 years of experience in Customer Support, technical support, or software development
• 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

Responsibilities

• 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 to modify erroneous user/driver data for resolving technical support issues
• Provide constructive feedback to Tier 1 agents for training purposes and assist with technical questions
• Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email

Skills

Bilingual Spanish/English

Root cause analysis

SQL basics

Python basics

SAAS familiarity

Technical support

Written communication

Tools

Jira

Job 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.

Who We Are

Motive serves nearly 100,000 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 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.

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.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.