• Debug complex API failures, LLM hallucinations, and integration bugs using production tools • Analyze system traces in Honeycomb and other observability platforms • Write and deploy JavaScript code snippets for customer website integrations • Perform root cause analysis on system-level issues and data inconsistencies • Troubleshoot and optimize prompt engineering configurations • Diagnose LLM response issues and implement solutions • Work with AI model behaviors and performance optimization • Debug autonomous agent workflows and decision-making processes • Fix customer integration issues through code modifications • Deploy and maintain JavaScript implementations for Live Chat and Shopping Agent features • Work with REST APIs, webhooks, and third-party integrations • Create technical documentation and implementation guides • Conduct technical deep-dives with customer engineering teams • Lead complex technical implementations and migrations • Provide architectural guidance for customer integrations • Escalate and collaborate with Product Engineering only when necessary • Own technical investigations from initial report to final resolution • Create detailed technical documentation and runbooks • Build debugging workflows and troubleshooting guides • Contribute to internal tools and automation

• Take ownership of customer issues that may arise on the Hostaway platform via phone and email. • Balance the need for urgency with the quality of your responses. • Comply with and follow our Support Guidelines playbook. • Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues. • While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk. • Provide prompt and accurate feedback to customers managing their expectations for technical issues. • Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors. • Conduct product walkthroughs and provide resolutions to customer's queries.

Who we are: Motive 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 Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive 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 gomotive.com to learn more. About the Role: As a Technical Support Specialist, you will serve as the main point of contact for issues and questions about Motive. You will not only be responsible for providing world-class assistance via calls and emails, but will also have the opportunity to define Motive’s support processes and work with our team to develop and scale the Technical Support function. As a bilingual Technical Support Specialist, you will be responsible for providing support in both Spanish and English. What You’ll Do: - Provide bilingual Spanish & English Email, Chat and Voice Support - Answer inbound inquiries coming through Motive’s support hotline, live chat feature or support email address during Pacific Standard Time business hours - Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and engineering teams to address these issues - System Evaluation - evaluate our existing tools and work with engineering to develop tools to enable this function to scale What We’re Looking For: - Bilingual: Fluent in speaking Spanish and English (US) - Skilled in written communication (both Spanish and English) - Natural instinct to empathize with users - Strong analytical skills - Excellent verbal and written communications skills - Native or bilingual spoken and written English skills - Comfortable with rotational shifts Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Creating a diverse and inclusive workplace is one of Motive'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 Motive's policy to require that employees be authorized to receive access to Motive products and technology.

• Managing the incident queue • Handling escalations and overseeing complex incidents for Siemens • Tracking support agent performance • Maintaining regular communication with the team • Continuously improving support processes • Maintaining documentation • Collaborating with other departments • Ensuring high customer satisfaction • Monitoring performance • Utilizing ServiceNow expertise to enhance support efficiency • Distributing tickets between the agents • Tracking agreed SLAs and other KPIs based on created reports in ServiceNow / FutureNow • Prioritizing high-priority incidents • Analyzing and optimizing support agents' queues • Escalating and collaborating with Atos/Siemens teams • Regular communication with support agents • Managing escalations for support-related issues • Handling high-complexity incidents • Tracking and evaluating support agent performance • Providing training and development opportunities for support agents • Raising proactive Problem tickets on major or repeated issues • Creating a Knowledge Base Article on ServiceNow / FutureNow issues in the teams scope • Working closely with other departments to resolve complex issues and improve overall support • Interviews, hires, and trains new staff • Oversees the daily workflow of the department • Provides constructive and timely performance evaluations • Handles discipline and termination of employees in accordance with company policy