Senior Manager, Technical Support Engineering

Motive is a leader in empowering physical operations teams by providing tools that enhance safety, productivity, and profitability. Our platform integrates safety, operations, and finance functions, enabling seamless management of drivers, vehicles, equipment, and fleet expenses in one system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while automating routine tasks to reduce manual workloads. 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
Lead a significant segment of the Tier 2/Tier 3 Technical Support organization within Global Support, overseeing performance, staffing, organizational design, and execution across multiple teams and customer segments (SMB, MMC, ENT/STRAT). Manage and develop managers, senior individual contributors, and specialized support functions within Technical Support Engineering and Technical Account Management. Drive key organizational outcomes including customer satisfaction (CSAT), service level agreements (SLA), first contact resolution (FCR), backlog health, escalation quality, incident readiness, and overall team effectiveness.

Establish and maintain operating rhythms through goal-setting, business reviews, and inspection mechanisms aligned with company priorities. Collaborate with Workforce Management, Recruiting, and Finance on workforce planning, including headcount, hiring, shift coverage, and capacity modeling. Act as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring effective staffing, communication, prioritization, and executive visibility.

Develop scalable operating procedures, playbooks, routing models, escalation frameworks, and quality standards to enhance 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 actionable improvement plans. Represent Technical Support in cross-functional forums with Product, Engineering, Sales, and Customer Success, advocating for customer impact and operational risk considerations.

Lead strategic projects to improve supportability, efficiency, tooling, and customer experience across teams. Influence product and engineering priorities by surfacing patterns from escalations and incidents. Own executive-level reporting, synthesizing trends, risks, and recommendations for senior leadership. Drive change management initiatives to ensure adoption of new workflows, tools, and behaviors. Anticipate organizational challenges related to scaling and proactively design solutions. Manage large cross-functional programs, aligning stakeholders on scope, milestones, risks, and success criteria.

Required Qualifications
Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience preferred. Over six years of experience leading technical teams in fast-paced, high-volume support environments, including managing managers or leading through management layers. Hands-on background as a technical support engineer or similar technical role prior to leadership. Proven success managing large support organizations across multiple teams or business segments with measurable impact on customer and operational outcomes.

Demonstrated ability to handle complex escalations, incidents, and executive customer interactions with sound judgment and composure. Strong track record of coaching and retaining high-performing managers and senior individual contributors. Ability to balance detailed operational focus with strategic organizational planning. Deep understanding of support metrics such as 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. Proficient in analyzing data and business reviews to create clear narratives and action plans. Skilled in Salesforce, Tableau, Google Sheets, or similar reporting tools. Comfortable delivering direct feedback and making difficult personnel decisions. Excellent communication skills with the ability to influence senior stakeholders and represent Support credibly. Passionate about technical problem-solving, root cause analysis, and improving product reliability at scale. Strong program and change management capabilities with experience leading multi-team initiatives. Willingness to support critical escalations and incidents outside regular hours.

Preferred Qualifications and Benefits
Experience with Salesforce case management, reporting, dashboards, and workflow optimization. Familiarity with Tableau or comparable BI tools for operational reporting and trend analysis. Knowledge of Jira, Confluence, and best practices in knowledge management. Background in data-driven support strategies, including segmentation and cohort analysis. Prior experience in IoT, telematics, fleet management, or related industries is advantageous.

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from varied backgrounds and experiences. Candidates must be authorized to access controlled technologies under U.S. Export Administration Regulations. Some roles may require a non-compete agreement depending on jurisdiction and position. Interviews and training sessions may be conducted in person at global office locations.