Senior Backline Support Engineer

Motive is seeking a Senior Backline Support Engineer to join our team and enhance the support experience for our customers by resolving complex technical issues. In this role, you will manage escalated cases from frontline support, conduct thorough investigations to identify root causes, and provide technical guidance to improve both product and process. You will collaborate closely with Engineering and Product teams to document findings and ensure timely resolution of issues. Reporting to the Manager of Technical Support Engineering, you will play a critical role in driving customer satisfaction and operational efficiency.

Key Responsibilities:
- Take ownership of complex escalations from frontline support, leading investigations and delivering clear, effective communication throughout the resolution 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.
- Develop and maintain detailed bug reports, technical documentation, knowledge base articles, and troubleshooting guides to support ongoing improvements.
- Provide technical coaching, guidance, and constructive feedback to support engineers and related teams to enhance overall team performance.
- Communicate directly with customers during urgent or high-impact incidents to ensure timely and satisfactory resolution.

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

Motive is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and encourage candidates from all backgrounds, experiences, abilities, and perspectives to apply.

Applicants must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as Motive requires employees to have authorized access to its products and technology. For US-based roles, candidates may be required to sign a non-compete agreement, subject to applicable laws and exemptions based on location and role.

Please note that all job postings correspond to current vacancies. Some interviews or training sessions may take place in person at one of Motive’s global offices.

To learn more about Motive and our innovative platform that integrates safety, operations, and finance for physical operations management, visit gomotive.com.