Who we are:
Confidential (Registered Users Only) 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 Confidential (Registered Users Only) platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Confidential (Registered Users Only) 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 goConfidential (Registered Users Only).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 Confidential (Registered Users Only)'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 Confidential (Registered Users Only)'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 Confidential (Registered Users Only)'s policy to require that employees be authorized to receive access to Confidential (Registered Users Only) products and technology.
Regarding US-based roles, depending on your role and primary work location, Confidential (Registered Users Only) Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.
Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.
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.