Technical Support Engineer

📋 Description

• • **Why This Role Matters:** As a **Senior Technical Support Engineer** at Motive, you will serve as a **Subject Matter Expert (SME)** in technical support, playing a pivotal role in ensuring customer satisfaction, minimizing churn, and driving operational excellence. Motive’s platform empowers businesses across industries—from transportation and logistics to construction and energy—by providing AI-driven tools to manage drivers, vehicles, equipment, and fleet-related spend. Your expertise will directly impact the reliability and performance of Motive’s products, helping customers optimize their operations while fostering long-term trust in the platform.
• • **Day-to-Day Responsibilities:**
• • **Customer Communication & Issue Resolution:** Engage with customers via phone, chat, and email to address reported issues, escalated cases, and urgent inquiries. Your goal is to resolve problems efficiently while maintaining a high standard of customer experience, ensuring minimal disruption to their operations.
• • **Data Analysis & Troubleshooting:** Utilize advanced analytics tools such as **Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo** to analyze data, assess the impact and prevalence of issues, and perform root cause analysis. Leverage your technical acumen to diagnose problems related to data, hardware, or processes and implement solutions with minimal user disruption.
• • **Technical Tool Utilization:** Work closely with Motive’s engineering team to modify user/vehicle data using proprietary tools, ensuring accurate and timely resolutions. Develop in-depth expertise in navigating the **Motive Front End Dashboard and Backend Console** to troubleshoot complex issues.
• • **Collaboration & Knowledge Sharing:** Identify trends and larger systemic issues, then escalate them to **Technical Leads** with clear insights on scope and magnitude. Contribute to the team’s collective knowledge by writing **Knowledge-Base articles** and providing constructive feedback to peers, fostering a collaborative and high-performing environment.
• • **Mentorship & Training:** Act as a mentor to **Technical Support Engineers**, guiding them on best practices, troubleshooting techniques, and customer interaction strategies. Share your expertise to elevate the team’s technical proficiency and customer service standards.
• • **Process Improvement:** Proactively suggest improvements to support processes, tools, or documentation based on customer feedback and recurring issues. Your insights will help shape the evolution of Motive’s support infrastructure, making it more efficient and scalable.
• • **About Motive:** Motive is a **leading AI-driven platform** that transforms how businesses manage physical operations. Serving nearly **100,000 customers**—from Fortune 500 enterprises to small businesses—Motive provides a unified system for safety, operations, and finance teams. The company’s innovative solutions span industries like **transportation, construction, energy, manufacturing, and retail**, automating tasks and delivering actionable insights to drive productivity, safety, and profitability. With a commitment to diversity and inclusion, Motive fosters a dynamic workplace where employees from varied backgrounds collaborate to solve real-world challenges.
• • **What You’ll Learn & Achieve:**
• • **Technical Mastery:** Deepen your expertise in **SAAS-based products**, RESTful APIs, SQL, and programming languages (e.g., Python, C++, C#), while gaining hands-on experience with cutting-edge tools like **Grafana, DataDog, and AWS Cloudwatch**. This role will sharpen your ability to analyze complex data sets and troubleshoot technical issues at scale.
• • **Career Growth:** As a **Senior Technical Support Engineer**, you’ll have opportunities to transition into **engineering, product management, or technical leadership** roles. Your contributions will be visible across the company, positioning you for advancement in a fast-growing tech organization. Additionally, you’ll develop **soft skills** such as customer advocacy, mentorship, and cross-functional collaboration, which are invaluable for long-term career development.
• • **Impact:** Your work will directly influence **customer retention, product reliability, and operational efficiency**. By resolving critical issues and improving support processes, you’ll play a key role in shaping Motive’s reputation as a trusted partner for businesses worldwide.