Offer summary

Qualifications:

3-6+ years of experience in technical support roles, such as Technical Support Specialist or IT Support Engineer., Mandatory bilingual proficiency in English and Spanish, both spoken and written., Strong analytical and problem-solving skills, particularly in root cause analysis and troubleshooting software issues., Experience with IoT devices, API debugging using Postman, and familiarity with Google Cloud Platform..

Key responsibilities:

Provide Tier 2 technical support for IoT connectivity and software integration issues, including API debugging and system performance monitoring.

Assist with customer onboarding, account creation, and device installations in both Spanish and English.

Manage bilingual client communications, gather diagnostic information, and create comprehensive documentation.

Build strong client relationships across Latin America and collaborate with North American teams to share knowledge and best practices.

Job description

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

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

👑 Customer First:
⚡Speed & Impact:
🔧 Own It:
🤝 Trust & Integrity:
🔁 Learn & Adapt:
🤜🤛 Stronger Together:

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.

Tier 1Tier 2

OUR IDEAL CANDIDATETier 2

Service Desk Support ManagerRegional Lead (LATAM)

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

3-6+ years of experience in technical support roles, such as Technical Support SpecialistIT Support EngineerField Service Support, Tier 2
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

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:
Full-time vs Part-time:
Education:
Level:
Compensation:
Location:

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.

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

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