Designated Support Engineer

About the Role: 

Motive is looking for an experienced Senior Designated Support Engineer (DSE) to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. In this role, you will be adept at both building relationships and resolving issues. As a Senior Dedicated Support Engineer, your workday is focused on a small number of clients who recognize and relate to you as their central point of contact for Motive’s product support issues, including proactive technical support, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer’s environment. You use your judgment and technical expertise to identify, document, and report issues with design, reliability, and maintenance issues. You act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices. 

What You’ll Do: 

• In this role, you will be adept at both building relationships and resolving issues at all levels within Customer Support.
• You will be the primary technical point of contact for a small number of Motive’s Enterprise Accounts.
• You will own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned customers.
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
• Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Build and maintain strong relationships with technical contacts at assigned customers.
• Provide feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread.
• Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.
• Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level, at all levels of Support.
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Account Integrations with Motive.
• Updating and looping internal teams regarding important account SOPs if any.
• Ensuring specific account SOPs are created, followed and improved.

Working in close liaison with other departments and tiers, especially Tier-3.

• Personalizing customer experience via relationship building with Fleet Managers.
• Analyzing Data to Monitor Account Health and Trends.
• Identifying any possible need for customer education.
• Identify and clearly document product gaps and enhancements; liaise with relevant product and cs teams to advocate for your designated customers.
• Visibility and alignment with the Motive account team.
• Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

What We’re Looking For: 

• Minimum 1.5+ years of experience in Customer Support, and technical support
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person)
• Experience with addressing customer escalations and relaying concise and audience-digestible updates to stakeholders
• Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
• Strong knowledge of Motive’s Products with a concentration on Compliance, Asset and/or Safety
• Excellent troubleshooting skills leveraging log parsing, SQL, scripting languages, and code review where needed.
• Experience with hardware devices, firmware upgrades, change management and related testing practices.
• Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.
• Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL etc. 
• Deep hardware fault analysis skills; identify trends and prevent field failures – Root Cause  Analysis.