Senior Backline Support 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 manage escalated cases, conduct thorough investigations to identify root causes, and collaborate closely with Engineering and Product teams to address product and process gaps. You will also provide technical guidance to frontline support teams and communicate effectively with customers during critical incidents. Reporting to the Manager of Technical Support Engineering, this position plays a key role in ensuring timely and effective resolution of high-impact issues.

Key Responsibilities:
- Take ownership of complex escalations from frontline support through investigation, resolution, and clear communication.
- Diagnose issues related to software, hardware, integrations, and data by leveraging logs, analytics, APIs, SQL, and internal tools.
- Identify root causes, evaluate customer impact, and document actionable insights for Engineering and Product teams.
- Develop and maintain detailed bug reports, technical documentation, knowledge base articles, and troubleshooting guides.
- Provide technical coaching, guidance, and constructive feedback to support engineers and related teams.
- Communicate directly with customers during urgent or high-impact situations to facilitate prompt resolution.

Required Qualifications:
- Minimum of 4 years’ experience in technical support, customer support engineering, software development, or a related technical field.
- Strong expertise in APIs, SQL, software troubleshooting, and technical debugging methodologies.
- Proven ability to diagnose complex issues across web and mobile applications, hardware, integrations, or data systems.
- Experience with tools such as Jira, Salesforce, Looker, Confluence, or similar support and analytics platforms.
- Excellent analytical and problem-solving skills with a focus on root cause analysis and issue resolution.
- Strong verbal and written communication skills in English, capable of explaining technical concepts clearly to both technical and non-technical audiences.

Motive empowers the people who run physical operations by providing tools that make their work safer, more productive, and more profitable. Our platform integrates safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging industry-leading AI, Motive offers complete visibility and control while significantly reducing manual workloads through automation and simplification.

Serving nearly 100,000 customers ranging from Fortune 500 enterprises to small businesses, Motive supports industries including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Creating a diverse and inclusive workplace is a core value at Motive. We are an equal opportunity employer and welcome candidates from all backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access technologies controlled under U.S. Export Administration Regulations, as it is Motive’s policy to require employee authorization for access to company products and technology.

Please note that for U.S.-based roles, some candidates may be required to sign a non-compete agreement depending on their role and work location, with certain exceptions based on state laws. Interviews and new hire training sessions may be conducted in person at one of our global offices.

Join Motive to be part of a team that is transforming how physical operations are managed through innovative technology and exceptional customer support.