Senior Technical Support Engineer

Motive is a leading provider of innovative tools designed to empower teams managing physical operations by enhancing safety, productivity, and profitability. Our platform uniquely integrates safety, operations, and finance functions, allowing seamless management of drivers, vehicles, equipment, and fleet-related 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 ranging from Fortune 500 companies to small businesses, we operate across diverse industries including transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector.

Key Responsibilities:
- Act as a Subject Matter Expert by managing, tracking, diagnosing, and troubleshooting technical support cases to ensure timely resolution.
- Communicate effectively with customers regarding reported issues, escalated cases, and urgent inquiries to minimize churn and maintain satisfaction.
- Utilize engineering-developed tools to modify user and vehicle data for issue resolution.
- Perform data analysis using analytics platforms such as Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo to assess issue impact and prevalence.
- Identify root causes of errors or bugs through data and tool analysis, escalating findings to Technical Leads as necessary.
- Implement solutions involving data, hardware, or process changes with minimal disruption to users.
- Maintain deep knowledge of Motive products, including proficiency with the Front End Dashboard and Backend Console.
- Build and sustain trusting relationships with customers through clear, open communication via phone, chat, and email.
- Provide constructive feedback and author knowledge-base articles to support team learning and continuous improvement.
- Train, educate, and mentor other support team members to foster a collaborative, high-performing environment.

Required Qualifications:
- 0-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Bachelor’s degree in Computer Science, Engineering (Software, Electrical, Electronics), or equivalent practical experience.
- Understanding of RESTful APIs, SQL, OAuth 2.0, and developer concepts.
- Intermediate proficiency in at least one programming language such as Python, C++, C#, or Ruby.
- Familiarity with software development processes and tools used in SaaS product environments.
- Strong technical skills for analyzing critical data points and conducting thorough root cause analyses.
- Experience with hardware and firmware troubleshooting.
- Excellent written and verbal communication skills.
- Willingness and flexibility to participate in an on-call rotation.

Additional Information:
Motive values diversity and inclusion and is committed to creating an equitable workplace that welcomes individuals from all backgrounds and experiences. We are an equal opportunity employer. Candidates must be authorized to access technologies controlled under U.S. Export Administration Regulations, as access to Motive products and technology is required. For U.S.-based roles, some positions may require signing a non-compete agreement, subject to applicable laws and exemptions based on location and role type. Interviews and training sessions may be conducted in person at one of Motive’s global offices.

For more information about Motive and our offerings, please visit our website.