Motive is hiring a bilingual Senior Technical Support Engineer fluent in Spanish and English to provide expert technical assistance and foster customer trust. In this role, you will diagnose, troubleshoot, and resolve complex technical issues, diving deep into root cause analysis.

What You'll Do

Exceed customer expectations in quality, timeliness, resolution, documentation, and overall experience.
Resolve support issues related to Motive's suite of products.
Investigate the source of errors or bugs using available data and diagnostic tools.
Report inconsistencies and bugs to the Technical Lead or Engineering team via Jira.
Assess the impact and prevalence of issues by analyzing data to determine the root cause.
Utilize tools developed by the engineering team to modify erroneous user data and resolve technical issues.
Provide constructive feedback to Tier 1 agents for training and assist with their technical questions.
Build trusting relationships with customers through open, interactive communication over phone, chat, and email.

What We're Looking For

Bilingual fluency in spoken Spanish and English (US).
Strong written communication skills in both Spanish and English.
2-3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
Familiarity with the software development process and tools for a SAAS-based product.
Strong technical troubleshooting skills and a willingness to learn and excel.
Proven ability to perform in-depth root cause analysis.