Senior Technical Support Engineer - Spanish
Provides bilingual Spanish- and English-language technical support by troubleshooting customer issues, investigating bugs, analyzing root causes, and collaborating with engineering. Requires 2–3 years of relevant experience, strong communication skills, and familiarity with SaaS development processes.
About the job
Responsibilities
- Manage, track, diagnose, troubleshoot, and identify root causes for customer technical support issues.
- Provide support for Motive products in both Spanish and English.
- Meet customer expectations for quality, timeliness, documentation, resolution, and customer experience.
- Investigate errors and bugs using available data and tools, and report inconsistencies and bugs to Technical Lead/Engineering through Jira.
- Assess issue impact and prevalence through data analysis and root-cause investigation.
- Use engineering tools to modify erroneous user or driver data when resolving technical support issues.
- Provide constructive feedback and technical guidance to Tier 1 support agents.
- Build customer relationships through phone, chat, and email communication.
Requirements
- Fluency in spoken Spanish and US English.
- Strong written communication skills in Spanish and English.
- 2–3 years of experience in customer support, technical support, or software development, preferably in customer-facing roles.
- Familiarity with software development processes and tools for SaaS products.
- Technical knowledge, troubleshooting skills, and willingness to learn.
- Ability to perform in-depth root-cause analysis.
Nice-to-Haves
- Basic knowledge of SQL and Python.
Compensation and Benefits
- Some interviews or new-hire training sessions may be held in person at one of the company’s global offices.
Skills
Jira, SaaS, SQL, Python, Root Cause Analysis, Technical Troubleshooting, Customer Support, Technical Support, Software Development, Data Analysis
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