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 a 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 complex problems, guiding them through 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 when they are unable to determine 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, teaching TSEs how to move from symptoms to evidence-based conclusions.
- Encourage TSE self-sufficiency by guiding investigations rather than taking ownership of every issue.
- Coach TSEs in diagnosing whether issues stem from configuration, workflow, data, hardware, firmware, integration behavior, expected product behavior, or defects.
- Review and improve the quality of TSE escalations to Backline, ensuring clear reproduction steps, scope, impact, evidence, and specific tasks are included.
- 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, technical FAQs, and reusable queries or scripts.
- Identify recurring blockers and 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 initiatives.
- 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 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 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 workflows, data, hardware devices, firmware, integrations, and third-party systems.
- Ability to assess 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 escalation to Backline.
- Skilled at balancing immediate support with long-term capability building to foster independence among TSEs.
- 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, in line with internal eligibility requirements.
- Proven ability to produce product documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs.
- Demonstrated success in coaching that results in sustained behavioral change.

Motive is committed to creating a diverse and inclusive workplace and is an equal opportunity employer. We welcome candidates from all backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access products and technologies controlled under U.S. Export Administration Regulations. Some roles may require execution of a non-compete agreement, subject to applicable laws and exceptions. Interviews and training may take place 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, efficiency, and profitability across multiple industries.