About the Role

EnVue Telematics is looking for a Senior Support Engineer to join our Client/Product Support team in Monterrey.

This position is responsible for delivering a high-quality client support experience, including client onboarding, issue management, technical product support, account support, and ongoing service coordination.

The Senior Support Engineer will act as an important liaison between clients and internal teams, helping resolve technical and operational issues while ensuring clients receive accurate, timely, and professional support.

The role also provides opportunities to work with SaaS platforms, telematics technology, CRM systems, reporting tools, and emerging technologies that can help improve internal processes and client service.

Key Responsibilities

- Provide technical and operational support to assigned clients.
- Manage client inquiries and issues through phone, email, and internal support systems.
- Support clients across Tier 1, Tier 2, and Tier 3 support activities.
- Serve as a primary point of contact and advocate for assigned clients.
- Support client onboarding activities, including account setup, ordering, database setup, and implementation monitoring.
- Monitor client accounts, service delivery, usage, and ongoing support requirements.
- Troubleshoot product, platform, and system-related issues.
- Develop a strong understanding of company products and their functionality.
- Provide product, technical, industry, and platform information to clients.
- Assist Sales when technical support is required during client meetings, demonstrations, and follow-up activities.
- Maintain accurate documentation related to products, specifications, processes, and training.
- Support and maintain client service systems,



including CRM platforms, SharePoint, Microsoft Office, Excel, Windows, and internal company platforms.
- Work closely with Sales, Operations, leadership, clients, and external partners.
- Assist with complex projects, implementations, operational initiatives, and RFP responses when required.
- Prepare reports and provide updates related to client support and service activities.
- Identify opportunities to improve processes using technology, AI, and other emerging tools.
- Participate in an on-call rotation that may include some nights and weekends.

Qualifications

- College degree or equivalent professional education.
- Minimum 5 years of experience in client support, technical support, customer success, or a related role.
- Experience supporting clients in a SaaS environment.
- Strong technical aptitude and ability to quickly learn new systems and applications.
- Ability to understand software functionality and explain technical concepts clearly to clients.
- Strong knowledge of business operations and customer service principles.
- Ability to translate product functionality into practical solutions for clients.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Intermediate / Advanced English required.
- Ability to communicate professionally with clients and internal stakeholders.




- Strong organizational skills and ability to manage multiple client issues and priorities.

Technical Skills Experience with or knowledge of:

- Microsoft Office
- Microsoft Excel
- Windows
- CRM systems
- SharePoint
- SaaS platforms
- Client support and helpdesk systems
- Technical troubleshooting
- Reporting and data analysis

Preferred Qualifications

- Previous experience with Geotab or fleet telematics platforms is preferred.
- Client-focused and service-oriented.
- Technically curious.
- Comfortable investigating complex problems.
- Able to communicate technical information in a simple and professional manner.
- Proactive and accountable.
- Organized and detail-oriented.
- Comfortable collaborating across multiple departments.
- Motivated to learn new technologies and platforms.
- Previous experience working with fleet management, GPS, IoT, or connected vehicle technology is a plus.
- Candidates without Geotab experience are welcome to apply; training will be provided.
- Experience supporting U.S.-based clients is a plus.
- Interest in AI, automation, and emerging technologies is highly valued.

What We Are Looking For We are looking for someone who is:

- Client-focused and service-oriented.
- Technically curious.
- Comfortable investigating complex problems.
- Able to communicate technical information in a simple and professional manner.
- Proactive and accountable.
- Organized and detail-oriented.
- Comfortable collaborating across multiple departments.
- Motivated to learn new technologies and platforms.

Job Types: Full-time, Permanent Pay: $30,000.00 per month

Work Location: Hybrid remote in Monterrey, N. L.

📌 Senior Support Engineer – Customer & Technical Support (Monterrey)
🏢 EnVue Telematics
📍 Monterrey