Technical Lead Engineer

Motive is seeking an experienced Technical Lead Engineer to join our Global Technical Support team. In this role, you will serve as a technical enablement expert for Technical Support Engineers (TSEs), helping them develop the product knowledge, troubleshooting skills, and investigative discipline required to resolve complex issues independently. You will provide hands-on support when TSEs encounter challenging problems, guiding them through the next steps, explaining technical concepts, and ensuring they learn from each interaction. This position focuses on internal coaching and knowledge sharing rather than direct customer communication.

Key Responsibilities

- Assist TSEs with complex or unfamiliar technical issues when they need guidance on the next troubleshooting step or resolution path.
- Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation.
- Enhance TSE knowledge of Motive products, workflows, system behavior, hardware, integrations, and common failure modes.
- Model structured troubleshooting techniques and teach TSEs how to move from symptoms to evidence-based conclusions.
- Encourage TSE self-sufficiency by guiding investigations without taking ownership of every issue.
- Help TSEs determine whether issues stem from configuration, workflow, data, hardware, firmware, integration behavior, expected product behavior, or potential defects.
- Review and improve the quality of TSE escalations to Backline, ensuring clear reproduction steps, scope, impact, evidence, troubleshooting performed, and specific tasks are included.
- Coordinate with Backline for technical clarifications and help TSEs understand findings, resolutions, and root causes.
- Create and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable queries or scripts.
- Identify common blockers and recurring investigation mistakes among TSEs, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Share recurring patterns and documentation gaps with senior technical leads to inform broader enablement plans and knowledge-base priorities.
- Maintain accurate records of coaching themes and technical gaps to measure improvements in TSE capabilities.
- Collaborate with other Technical Leads to calibrate coaching approaches and maintain consistent technical guidance across teams and regions.

Required Qualifications

- Minimum of 2 years’ experience in a Technical Lead or equivalent senior technical support role, with a proven track record of resolving complex technical issues and mentoring engineers.
- Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms.
- Strong ability to coach technical professionals and clearly explain complex product behavior.
- Proficient in investigation techniques using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.
- Experience diagnosing issues involving product workflows, data, hardware devices, firmware, integrations, and third-party systems.
- Skilled at reviewing incomplete investigations, identifying missing evidence or reasoning, and guiding TSEs toward the next correct step.
- Solid understanding of what constitutes a complete, actionable, and credible Backline escalation.
- Ability to balance immediate problem-solving with long-term capability building, focusing on teaching rather than creating dependency.
- Excellent written and verbal communication skills for coaching, documentation, calibration, and technical discussions.
- Technical background in Computer Science, Engineering, or equivalent practical experience.
- Fluency in spoken and written English.
- Ability to work collaboratively within a global Technical Support organization.
- Permanent employment status without active warnings or performance improvement plans, consistent with internal eligibility requirements.

Preferred Qualifications and Benefits

- Experience producing product documentation, troubleshooting guides, reusable queries, and knowledge-base content actively used by TSEs.
- Demonstrated success in coaching that leads to sustained behavioral change rather than one-time improvements.

Motive is committed to creating a diverse and inclusive workplace and is an equal opportunity employer. We welcome candidates from various backgrounds, experiences, abilities, and perspectives. This role may require compliance with U.S. Export Administration Regulations and, depending on location, may involve a non-compete agreement consistent with applicable laws. Interviews and training sessions may be conducted in person at one of our global offices.

Join Motive and contribute to a platform trusted by over one million drivers and 100,000 companies worldwide, helping improve safety, productivity, and profitability across multiple industries.