Lead Support Engineer

Motive is seeking a skilled Lead Support Engineer to join our Global Technical Support team. This role focuses on empowering Technical Support Engineers (TSEs) by enhancing their product knowledge, troubleshooting skills, and investigative discipline. As a hands-on technical mentor, the Lead Support Engineer guides TSEs through complex issues, helping them identify next steps and understand the technical rationale behind solutions. This position is internally focused, emphasizing coaching and knowledge development rather than direct customer interaction.

Key Responsibilities:
- Assist TSEs with complex or unfamiliar technical issues when they require guidance on troubleshooting or resolution paths.
- Review TSE investigations and provide actionable feedback on issue framing, hypothesis development, evidence collection, testing, and documentation.
- Enhance TSE understanding of Motive products, workflows, system behaviors, hardware, integrations, and common failure modes.
- Demonstrate structured troubleshooting methods and teach TSEs to derive evidence-based conclusions from symptoms.
- Foster TSE self-sufficiency by guiding investigations without taking over ownership of issues.
- Coach TSEs in diagnosing whether problems stem from configuration, workflows, data, hardware, firmware, integrations, expected product behavior, or defects.
- Improve the quality of TSE escalations to Backline by ensuring clear reproduction steps, scope, impact, evidence, and specific tasks are included.
- Collaborate with Backline to clarify technical details and help TSEs understand resolutions and root causes.
- Develop and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, FAQs, and reusable queries or scripts.
- Identify common blockers and recurring mistakes among TSEs, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Share patterns and documentation gaps with senior team leads to inform broader enablement and knowledge-base improvements.
- Keep detailed records of coaching themes and technical gaps to measure improvements in TSE capabilities.
- Partner with other team leads to align coaching methods and maintain consistent technical guidance across global teams.

Required Qualifications:
- Minimum of 2 years’ experience in a Technical Lead or senior technical support role with a proven track record of resolving complex technical issues and mentoring engineers.
- Deep familiarity with Motive products or comparable experience supporting complex SaaS platforms, hardware, fleet management, logistics, compliance, safety, or asset management systems.
- Strong ability to coach technical professionals and clearly explain complex product behaviors.
- Proficient in investigative techniques using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.
- Experience diagnosing issues related to workflows, data, hardware devices, firmware, integrations, and third-party systems.
- Skilled in reviewing incomplete investigations, identifying missing evidence or reasoning, and guiding TSEs toward appropriate next steps.
- Thorough understanding of what constitutes a complete, actionable, and credible escalation to Backline.
- Ability to balance immediate troubleshooting support with long-term capability building to avoid dependency on the Lead role.
- Excellent written and verbal communication skills for coaching, documentation, calibration, and technical discussions.
- Technical background in Computer Science, Engineering, or equivalent practical experience.
- Fluency in spoken and written English.
- Ability to collaborate effectively within a global Technical Support organization.
- Permanent employment status with no active warnings or Performance Improvement Plans, meeting internal eligibility criteria.
- Proven ability to produce product documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs.
- Demonstrated success in coaching that results in sustained behavioral improvements.

Motive is committed to fostering a diverse and inclusive workplace and is an equal opportunity employer. We welcome candidates from all backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access products and technologies controlled under U.S. Export Administration Regulations. For U.S.-based roles, some positions may require execution of a non-compete agreement, subject to applicable laws and exemptions.

All job postings represent current vacancies, and some interviews or training sessions may take place in person at one of our global offices.