Customer Support Engineer – LATAM

Job not on LinkedIn

August 18

Apply Now

Receive Emails with Similar Jobs

LightMetrics

WebsiteLinkedInAll Job Openings

Artificial Intelligence • Transport • SaaS

LightMetrics is an AI-powered video telematics company offering RideView, a no-code, end-to-end platform that delivers edge AI and cloud software for fleets, Telematics Service Providers (TSPs), and OEMs. The platform analyzes road-facing and in-cabin cameras on commodity hardware to detect risky driving, provide real-time alerts and personalized coaching, reduce distracted driving and speeding, and protect fleets from costly legal outcomes. RideView is hardware-agnostic and includes AI/ML, camera applications, FOTA, diagnostics, cloud dashboards, mobile apps, APIs, and optional fulfillment services to accelerate time-to-market and improve safety and operational savings.

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

🚗 Transport

☁️ SaaS

📋 Description

• Diagnose and resolve software, hardware, and network-related problems. • Hands experience working with REST API troubleshooting API calls, SQL queries. • Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO. • Browser Dev Tools: Network tab analysis, console debugging. • Frontend Basics: HTML/CSS/JavaScript troubleshooting. • Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues. • Log Analysis: grep, awk, sed, log aggregation tools. • Scripting knowledge (Python, PowerShell, Bash) for automation. • Session Management: Cookie troubleshooting, local/session storage. • Reproduce and document bugs for the product/engineering teams. • Guide customers through step-by-step solutions or provide workarounds. • Provide clear, concise, and professional responses to customer inquiries. • Maintain high customer satisfaction by ensuring effective follow-ups and updates. • Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues. • Participate in team meetings to discuss trends, challenges, and process improvements. • Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk). • Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). • Escalate complex issues to senior engineers or development teams when necessary. • Create and update internal and customer-facing knowledge base articles. • Familiarity with documentation tools such as Confluence, Wiki.js, or Freshdesk or similar. • Document troubleshooting steps, solutions, and best practices.

🎯 Requirements

• Bachelor’s degree in computer science, IT, or related field (or equivalent experience). • 8+ years of experience in technical support, helpdesk, or IT support roles. • Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk). • Fluent in English, Spanish, Brazilian and ideally Portuguese too. • Currently residing in Mexico & experience working in Latin America markets. • Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.

🏖️ Benefits

• We're growing fast, which means you will have a key role in shaping our future. • There is an insanely high potential for growth – with great talent all around you in a company that is growing fast. • Compensation that is best in the industry, with significant upside on meeting targets. • Friendly and supportive atmosphere with great work culture.