Senior Backline Engineer

Motive is a leading provider of innovative tools designed to empower those managing physical operations by enhancing safety, productivity, and profitability. Our platform uniquely integrates safety, operations, and finance teams, enabling seamless management of drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI technology, Motive delivers comprehensive visibility and control while automating and simplifying manual tasks. Serving nearly 100,000 customers—from Fortune 500 companies to small businesses—across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to transforming operational workflows.

Key Responsibilities

- Take ownership of complex escalated cases from frontline support, leading investigations, driving resolutions, and maintaining clear communication throughout the process.
- Diagnose issues related to software, hardware, integrations, and data by utilizing logs, analytics, APIs, SQL, and internal diagnostic tools.
- Identify root causes of problems, evaluate their impact on customers, and document actionable insights to inform Engineering and Product teams.
- Develop and maintain detailed bug reports, technical documentation, knowledge base articles, and troubleshooting guides to support ongoing improvements.
- Provide technical mentorship, coaching, and constructive feedback to support engineers and collaborate with adjacent teams to enhance overall support quality.
- Engage directly with customers during urgent or high-impact incidents to ensure timely and effective 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 techniques.
- Demonstrated ability to diagnose complex issues across multiple platforms including web and mobile applications, hardware, integrations, and data systems.
- Experience using support and analytics tools such as Jira, Salesforce, Looker, Confluence, or similar platforms.
- Excellent analytical and problem-solving skills, with a proven track record of identifying root causes and driving issues to resolution.
- Exceptional verbal and written communication skills in English, capable of explaining technical concepts clearly to both technical and non-technical stakeholders.

Motive values diversity and inclusion as core principles and is an equal opportunity employer welcoming candidates from various backgrounds, experiences, abilities, and perspectives.

Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as employee access to Motive products and technology is a policy requirement. For U.S.-based roles, some candidates may be required to sign a non-compete agreement, subject to applicable state laws and exemptions.

All job openings represent current vacancies, and some interviews or training sessions may take place in person at one of Motive’s global offices.

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