Lead Support Engineer

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

Key Responsibilities
- Assist TSEs with complex or unfamiliar technical issues, helping them identify the next troubleshooting steps or 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 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.
- Coach TSEs in diagnosing 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 to clarify technical details 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 common blockers and recurring investigation errors, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Share recurring patterns and documentation gaps with senior team leads to support broader enablement and knowledge base improvements.
- Maintain accurate records of coaching themes and technical gaps to measure improvements in TSE capability.
- Collaborate with other team 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 senior technical support engineer with a proven track record of solving complex technical issues and coaching others.
- Deep knowledge of Motive products or similar experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset management platforms.
- Strong ability to coach technical professionals and explain complex product behaviors clearly and practically.
- Proficient 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.
- Skilled at reviewing incomplete investigations, identifying missing evidence or reasoning, and guiding TSEs toward 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, focusing on teaching rather than 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 collaborate effectively within a global Technical Support organization.
- Permanent employment status with no active warnings or Performance Improvement Plans, meeting internal eligibility requirements.

Preferred Qualifications and Benefits
Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from all backgrounds. The company is recognized as a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc. Magazine Best Place to Work. Candidates must be authorized to access products and technology controlled under U.S. Export Administration Regulations. Depending on the role and location, some positions may require signing a non-compete agreement, subject to local laws and exemptions. Interviews and training may be conducted in person at global offices.

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