Empleos de Technical Support Representative

About MaintainX

MaintainX is the world's leading mobile-first work execution platform for industrial and frontline teams. We help over 13,000 customers — including Duracell, McDonald's, Shell, DHL, and Cintas — reduce unplanned downtime and run more efficient operations.

In 2025 we raised a $150M Series D led by Bessemer Venture Partners, bringing total funding to $254M at a $2.5B valuation. We were named to the 2025 Forbes Cloud 100 and ranked #1 in EAM and CMMS on G2's Summer 2025 report.

The market we serve is changing fast: 68% of industrial companies have the same or more downtime than they did in 2024, and 3.8M manufacturing jobs will go unfilled through 2033. The frontline workers using MaintainX every day are why this work matters — and Support is where that promise gets kept.

The role

As a Level 1 Support Representative, you're the first point of contact for our customers — and often their clearest view of what MaintainX can do. This isn't a ticket-routing role. You'll own issues through to resolution, using screen shares, documentation, and product knowledge to solve real problems for real people.

• Resolve customer inquiries across chat, email, and phone — with first-contact resolution as the goal, not the exception.
• Diagnose software issues and conduct live screen share sessions to walk customers through solutions; escalate to Tier 2 with clear root-cause documentation when needed.
• Build and maintain self-service resources — knowledge base articles, saved replies, troubleshooting guides — that reduce repeat inbound volume over time.
• Surface recurring issues and structured product feedback to the Product team so patterns become roadmap inputs.
• Follow up on open tickets when new releases address outstanding customer needs.
• Partner with Sales when a conversation turns to pricing or solution consulting.

You have

• 2+ years of full-time experience in customer or technical support for a software product.
• Hands-on troubleshooting instincts — you dig into the problem rather than passing it on.
• Native or fluent Spanish and strong written and verbal English; you can explain technical concepts clearly to non-technical users in both languages.
• Experience conducting live screen shares to walk customers through solutions in real time.
• Familiarity with help desk tools such as Intercom or Zendesk.
• Comfort with basic web/app troubleshooting (cache, permissions, connectivity issues).

Nice to have: Portuguese language skills (written and spoken) · BSc/BEng or equivalent.

We offer

• Competitive base salary.
• Flexible PTO — not a policy checkbox; the team actually takes it.

How we work

We reward output. Support is no different — speed, accuracy, and making a frustrated customer feel heard are what matter here. We promote quickly when people deliver and have direct conversations when they don't. If you want clear expectations and a team that actually works alongside you, this is the right place.

MaintainX is committed to building a diverse team. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.