Senior Backline Engineer

Motive is seeking a Senior Backline Support Engineer to join our team and enhance the support experience for our customers by resolving complex technical issues. In this role, you will take ownership of escalated cases, conduct thorough investigations to identify root causes, and provide clear technical guidance to frontline support teams. You will collaborate closely with Engineering and Product teams to address product and process gaps, ensuring timely and effective resolution of high-impact issues. Reporting to the Manager of Technical Support Engineering, this position plays a critical role in maintaining customer satisfaction and improving overall support operations.

Key Responsibilities

- Manage complex escalations from frontline support through investigation, resolution, and communication with all stakeholders.
- Diagnose issues related to software, hardware, integrations, and data by analyzing logs, APIs, SQL queries, and internal diagnostic tools.
- Identify root causes of problems, assess their impact on customers, and document findings for Engineering and Product teams to drive improvements.
- Create and maintain detailed bug reports, technical documentation, knowledge base articles, and troubleshooting guides to support ongoing knowledge sharing.
- Provide technical coaching, guidance, and constructive feedback to support engineers and related teams to enhance their problem-solving capabilities.
- Communicate directly with customers during urgent or high-impact incidents to ensure timely updates and resolution.

Required Qualifications

- Minimum of 4 years’ experience in technical support, customer support engineering, software development, or a related technical field.
- Strong proficiency with APIs, SQL, software troubleshooting, and debugging methodologies.
- Proven experience diagnosing complex issues across multiple platforms, including web and mobile applications, hardware, integrations, and data systems.
- Familiarity with support and analytics tools such as Jira, Salesforce, Looker, and Confluence or similar platforms.
- Excellent analytical and problem-solving skills with the ability to identify root causes and drive issues to completion.
- Strong verbal and written communication skills in English, capable of explaining technical concepts clearly to both technical and non-technical audiences.

Additional Information

Motive serves nearly 100,000 customers ranging from Fortune 500 companies to small businesses across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector. Our platform integrates safety, operations, and finance teams by providing comprehensive visibility and control over drivers, vehicles, equipment, and fleet-related expenses, powered by advanced AI to automate and simplify workflows.

We are committed to creating a diverse and inclusive workplace and are proud to be an equal opportunity employer. We welcome candidates from all backgrounds, experiences, abilities, and perspectives.

Applicants must be authorized to access technologies controlled under U.S. Export Administration Regulations, as it is Motive’s policy to ensure employees have the necessary authorizations to work with our products and technology.

For candidates applying to U.S.-based roles, please note that depending on your position and location, you may be required to sign a non-compete agreement, except for certain states and roles where such agreements are prohibited by law.

All job postings correspond to current vacancies. Some interviews or training sessions may be conducted in person at one of our global offices.

To learn more about Motive and our innovative platform, please visit our website.