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Technical Support Engineer

Motive

Role overview

Qualifications

  • 1-2 years of experience in Customer Support, Technical Support, or Software Development
  • Bachelor's Degree in Computer Science/Engineering or equivalent practical experience
  • Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0
  • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby)

Responsibilities

  • Communicate with customers about reported issues, escalated cases, and urgent inquiries
  • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
  • Perform data analysis to assess the impact and prevalence of issues using analytics tools
  • Determine root causes of errors/bugs and report them to the Technical Leads

Key facts

Hard skills

SQL (Programming Language) OAuth Python (Programming Language) C++ (Programming Language) C# (Programming Language) RubyGems Software As A Service (SaaS) Root Cause Analysis Knowledge Base

Other skills

  • Troubleshooting (Problem Solving)
  • Mentorship
  • Communication
  • Teamwork
  • Physical Flexibility

About the company

Motive logo

Motive

Internet of Things (IoT) Platforms

Motive builds technology to improve the safety, productivity and profitability of businesses that power the physical economy. We serve more than 120,000 businesses, across a wide range of industries including construction, field service, agriculture, trucking and logistics, delivery, and more. At Motive, we are committed to building a company that creates products customers love and fostering a culture that enables people to do their best work. We are looking for people from all backgrounds who want to make an impact on the millions of businesses that power the physical economy. Please visit gomotive.com or email us at feedback@gomotive.com for more info.

Company details

Company typeLarge
IndustryInternet of Things (IoT) Platforms
Company size1001 - 5000

Links

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Job description

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the role:

The Sr. Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.

What You'll Do:

  • Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
  • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
  • Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
  • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
  • Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
  • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
  • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
  • Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
  • Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

What We're Looking For:

  • 1-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
  • Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
  • Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
  • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby)
  • Familiarity with the software development process and understanding of tools for SAAS-based products
  • Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis
  • Familiarity with hardware and firmware level troubleshooting
  • Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment
  • Excellent written and verbal communication skills
  • Flexibility to participate in on-call rotation

 

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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