Manager, Technical Support Engineering

Motive is a leading platform that empowers teams managing physical operations by providing tools to enhance safety, productivity, and profitability. Our integrated system allows safety, operations, and finance teams to oversee drivers, vehicles, equipment, and fleet expenses in one place. Leveraging advanced AI, the Motive platform delivers full visibility and control while automating manual tasks to streamline workflows. Serving nearly 100,000 customers—from Fortune 500 companies to small businesses—across industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to transforming operational management.

Key Responsibilities:
- Oversee performance, staffing strategies, and organizational health across multiple teams or business segments, ensuring consistent SLA and KPI achievement.
- Lead and develop managers and senior individual contributors, fostering leadership growth, accountability, and succession planning.
- Establish and maintain operating rhythms through goal-setting, business reviews, and action plans aligned with company priorities.
- Collaborate with Workforce Management, Recruiting, and Finance on workforce planning, including headcount, hiring, shift coverage, and capacity modeling.
- Drive high-quality performance management, coaching, career development, and retention for Technical Support Engineers and Technical Account Managers.
- Act as senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring proper staffing, communication, and executive visibility.
- Participate in and shape the on-call leadership model, leading incident response for P0/P1 events and ensuring thorough incident reviews and follow-up.
- Manage queue health and backlog strategy, identifying systemic risks and implementing structural solutions.
- Develop scalable operating procedures, playbooks, routing models, escalation frameworks, and quality standards to improve consistency and customer outcomes.
- Partner with Support Operations, Enablement, and Backline teams to identify trends in bugs, product gaps, and training needs, converting insights into measurable improvements.
- Enhance knowledge management by setting standards for documentation, runbooks, and support readiness.
- Represent Technical Support in cross-functional forums, articulating customer impact, operational risks, and support implications of business decisions.
- Advocate for customers by understanding pain points, protecting at-risk ARR, and ensuring timely resolution of critical issues.
- Lead strategic projects to improve supportability, efficiency, tooling, and customer experience across multiple teams.
- Influence product and engineering priorities by surfacing patterns from escalations and support data, ensuring Support’s voice in roadmap and release readiness discussions.
- Own executive-level reporting, synthesizing trends, risks, root causes, and recommendations for senior leadership.
- Collaborate with Support Operations and BI teams to enhance reporting infrastructure and metrics across Salesforce, Tableau, and related systems.
- Lead change management initiatives, aligning stakeholders around new workflows, tools, and behaviors to ensure adoption.
- Anticipate organizational scaling challenges and proactively design structures, processes, and leadership mechanisms to address them.
- Take direct responsibility for large cross-functional programs, managing scope, milestones, dependencies, risks, and success criteria.

Required Qualifications:
- Degree in Computer Science, Engineering, or equivalent practical experience preferred.
- Over 6 years of experience leading technical teams in fast-paced, high-volume support environments, including managing managers or through a management layer.
- Hands-on background as an individual contributor in technical support engineering, technical operations, or similar roles prior to leadership.
- Proven success managing large support organizations across multiple teams or business segments with measurable customer and operational impact.
- Experience handling complex escalations, incidents, and executive-facing situations with sound judgment and composure.
- Strong track record of building, coaching, and retaining high-performing managers and senior individual contributors.
- Ability to balance attention to operational details with strategic organizational planning for long-term scalability.
- Deep understanding of support metrics and service operations, including CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response.
- Experience translating support insights into cross-functional actions with Product, Engineering, Customer Success, Sales, and Operations.
- Strong analytical skills with the ability to convert data into clear narratives and actionable plans.
- Proficiency with Salesforce, Tableau, Google Sheets, or similar reporting tools.
- Comfortable delivering direct feedback and making difficult personnel decisions.
- Excellent communication skills, capable of influencing senior stakeholders and representing Support in executive forums.
- Passion for technical problem-solving, root cause analysis, and improving product reliability and supportability at scale.
- Strong program and change management skills with experience leading multi-team initiatives.
- High ownership, prioritization skills, and ability to manage competing demands in dynamic environments.
- Flexibility to support critical escalations and incidents outside regular hours as needed.

Preferred Qualifications:
- Hands-on experience with Salesforce case management, reporting, dashboards, and workflow optimization.
- Familiarity with Tableau or similar BI tools for operational reporting and trend analysis.
- Knowledge of Jira, Confluence, and best practices in knowledge management.
- Experience in data-driven support strategy, including segmentation, cohort analysis, and identifying customer risk indicators.
- Background in IoT, telematics, fleet management, or related fields is a plus.

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 controlled technologies under U.S. Export Administration Regulations. Depending on location and role, some positions may require a non-compete agreement in accordance with applicable laws. Interviews and new hire training may take place at global office locations.