Technical Lead

Motive is seeking an experienced Technical Lead Engineer to join our Global Technical Support team. In this role, you will serve as an internal technical enablement expert, supporting Technical Support Engineers (TSEs) by enhancing their product knowledge, troubleshooting skills, and investigative discipline. Your focus will be on guiding TSEs through complex issues, helping them develop independence in resolving problems, and escalating to Backline support when necessary. This position is hands-on and internally focused, aimed at improving team capabilities rather than direct customer communication.

Key Responsibilities:
- Assist TSEs with complex or unfamiliar technical issues by identifying next troubleshooting steps and resolution paths.
- 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 behaviors, hardware, integrations, and common failure modes.
- Model structured troubleshooting techniques and teach TSEs how to derive evidence-based conclusions from symptoms.
- Guide TSEs to become self-sufficient investigators rather than taking ownership of every issue.
- Coach TSEs in diagnosing whether issues stem from configuration, workflows, data, hardware, firmware, integrations, expected product behavior, or defects.
- Review and improve the quality of TSE escalations to Backline, ensuring clarity, scope, impact, evidence, and specific tasks are well documented.
- Coordinate with Backline for technical clarifications and help TSEs understand findings, resolutions, and root causes.
- Create and maintain troubleshooting guides, known-issue documentation, diagnostic checklists, FAQs, and reusable queries or scripts.
- Identify recurring investigation mistakes and blockers, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Collaborate with senior Technical Leads to share patterns and documentation gaps for broader enablement and knowledge-base improvements.
- Maintain accurate records of coaching themes and technical gaps to measure improvements in TSE capabilities.
- Partner with other Technical Leads to calibrate coaching approaches and ensure consistent technical guidance across teams and regions.

Required Qualifications:
- Minimum of 2 years’ experience as a Technical Lead or equivalent senior technical support role with a proven track record of solving complex technical issues and mentoring engineers.
- Deep knowledge of Motive products or similar experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms.
- Strong coaching skills with the ability to explain complex product behavior clearly and practically.
- Proficiency in investigation techniques using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.
- Experience diagnosing issues involving workflows, data, hardware devices, firmware, integrations, and third-party systems.
- Ability to review incomplete investigations, identify missing evidence or reasoning, and guide TSEs toward the correct next steps.
- Solid understanding of what constitutes a complete, actionable, and credible Backline escalation.
- Ability to balance immediate problem-solving with long-term capability building, aiming to reduce dependency on Technical Leads.
- 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 collaborate effectively within a global Technical Support organization.
- Permanent employment status with no active warnings or Performance Improvement Plans, per internal eligibility requirements.
- Proven ability to produce documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs.
- Demonstrated success in coaching that results in sustained behavioral improvements.

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 technology controlled under U.S. Export Administration Regulations, consistent with company policy. Some roles may require execution of a non-compete agreement, subject to applicable laws and exceptions.

Interviews and training may be conducted in person at one of our global offices. All job postings correspond to existing vacancies. For more information about Motive and our platform, please visit gomotive.com.