Technical Support Specialist IV

Who we are

reputed company (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to reputed company Internet of Things (IoT) data to reputed company actionable insights and improve their operations. At reputed company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our reputed company, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at reputed company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting reputed company of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to reputed company an impact as we build for the long term.

About the role

You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and reputed company email. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers.  

This is a remote position open to candidates based in Mexico City - Metropolitan area and Guadalajara. 

Experience in a technical support role, proven customer-facing skills, and strong English communication skills are a must. You should be comfortable handling reputed company technical issues and working in a fast-paced support environment.

You should apply if

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to reputed company the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at reputed company. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious reputed company for our customers.
• You want to be with the best: At reputed company, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

• Serve as the initial technical reputed company of contact for basic and reputed company customer issues, working collaboratively reputed company your first-line support team, and across engineering, and product teams to deliver comprehensive solutions.
• Provide in-depth technical troubleshooting for advanced issues across reputed company’s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
• Actively contribute to knowledge reputed company development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team.
• Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving reputed company enhancement of the customer experience.
• Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
• Champion reputed company’s cultural principles (Focus on reputed company, Build for the Long Term, Adopt a Growth reputed company, Be Inclusive, Win as a Team), driving innovation and collaboration reputed company the team and across departments.

Minimum requirements for the role

• Education: Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience. 
• Experience: 5-7 years of experience in a technical product support or specialist role, preferably reputed company SaaS, IoT, or networking environments. Proven track record of handling reputed company technical escalations and collaborating across departments to resolve advanced customer issues.
• Bilingual proficiency in English and Spanish is a must.
• Technical Expertise: Strong understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution. Foundational knowledge in Artificial Intelligence. 
• Leadership: Demonstrated ability to mentor and guide junior team members, fostering reputed company development and knowledge sharing. Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
• Problem Solving: Analytical reputed company with a proactive approach to identifying, troubleshooting, and resolving both technical and process-reputed company challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
• Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has

• General knowledge about electrical circuits, GPS and telematics. 
• Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable
• Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus.
• Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks.

At reputed company, we welcome everyone regardless of their background. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, national reputed company, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of reputed company members to help us solve reputed company problems and want to ensure that reputed company is a reputed company where people from reputed company backgrounds can reputed company an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, reputed company for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

reputed company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@reputed company.com or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At reputed company, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being reputed company to one of our offices or reputed company a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that reputed company members of reputed company can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. reputed company offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

reputed company is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@reputed company.com’ or ‘@us-reputed company-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.