Senior Backline Support Engineer

Motive is a leading provider of innovative tools designed to empower teams managing physical operations, helping them enhance safety, productivity, and profitability. Our platform integrates safety, operations, and finance functions, allowing users to manage drivers, vehicles, equipment, and fleet expenses within a single system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while automating routine tasks to reduce manual workloads. Serving nearly 100,000 customers across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to transforming operational management.

Key Responsibilities
- Manage and resolve complex escalated technical support cases from frontline teams, ensuring thorough investigation and clear communication throughout the process.
- Diagnose issues related to software, hardware, integrations, and data by utilizing logs, analytics, APIs, SQL, and internal diagnostic tools.
- Identify root causes of problems, evaluate their impact on customers, and document actionable insights for Engineering and Product teams to drive improvements.
- Develop and maintain detailed bug reports, technical documentation, knowledge base articles, and troubleshooting guides to support ongoing knowledge sharing.
- Provide technical mentorship, coaching, and constructive feedback to support engineers and collaborate with adjacent teams to enhance overall support effectiveness.
- Communicate directly with customers during urgent or high-impact incidents to facilitate timely and effective resolution.

Required Qualifications
- Minimum of 4 years’ experience in technical support, customer support engineering, software development, or a related technical field.
- Strong proficiency with APIs, SQL, software troubleshooting, and debugging methodologies.
- Demonstrated experience diagnosing complex issues across multiple platforms including web and mobile applications, hardware, integrations, and data systems.
- Familiarity with support and analytics tools such as Jira, Salesforce, Looker, Confluence, or similar platforms.
- Excellent analytical and problem-solving skills with a proven ability to identify root causes and drive issues to resolution.
- Strong verbal and written communication skills in English, capable of explaining technical concepts clearly to both technical and non-technical stakeholders.

Motive values diversity and inclusion and is proud to be an equal opportunity employer. We welcome candidates from all backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as access to Motive products and technology is required. For US-based roles, some positions may require execution of a non-compete agreement, subject to applicable laws and exemptions depending on location and role.

All job postings reflect current vacancies, and some interviews or onboarding activities may take place in person at one of Motive’s global offices.