Technical Account Manager - Enterprise

Motive is seeking an experienced Technical Account Manager (TAM) to join our Global Technical Support team. In this role, you will provide exceptional technical support and executive-level communication to a portfolio of strategic, enterprise, and mid-market customers. Your primary focus will be proactively managing accounts, resolving escalated technical issues, and acting as a trusted advisor to ensure customer success. You will collaborate closely with engineering, product management, and other teams to drive product improvements and deliver a seamless customer experience. This position requires strong problem-solving skills, technical expertise, and the ability to build lasting relationships with clients.

Key Responsibilities

- Resolve technical issues by identifying necessary changes to data, hardware, or processes, working closely with Product and Engineering teams to minimize user disruption.
- Investigate and determine root causes of errors and bugs, utilizing data and tools to trace inconsistencies and report findings to Engineering.
- Develop and execute SQL queries to address emerging issues and assist Technical Support teams in identifying problem areas within assigned accounts.
- Serve as the primary technical contact for a portfolio of Motive’s strategic and enterprise customers, owning the success metrics of these accounts.
- Manage the resolution of support cases end-to-end, ensuring timely and high-quality responses that meet or exceed customer expectations.
- Build and maintain strong relationships with technical stakeholders at assigned accounts, acting as a customer advocate.
- Proactively communicate updates on product releases and coordinate support activities across all levels to ensure smooth customer operations.
- Create, maintain, and improve account-specific documentation and processes.
- Participate in an on-call rotation, providing support outside regular business hours for customer upgrades and change management.

Required Qualifications

- Minimum of 2 years’ experience in technical support or a similar account management/support role.
- Excellent communication skills across multiple formats, including written, live chat, conference calls, and in-person interactions.
- Proven ability to assess complex, customized configurations affecting usability and workflows.
- Experience handling customer escalations and delivering clear, concise updates to stakeholders.
- Strong analytical and problem-solving skills, capable of managing critical issues under pressure.
- Familiarity with hardware devices, firmware upgrades, change management, and testing procedures.
- Experience integrating third-party systems such as Transportation Management or Fleet Maintenance platforms.
- Proficiency with advanced troubleshooting tools and techniques, including APIs, Python, Data Dog, SQL, and code review.
- Expertise in hardware fault analysis and root cause identification to prevent field failures.
- Technical educational background in Computer Science, Engineering, or equivalent professional experience.
- Self-motivated with a strong desire to learn and exceed expectations.

Preferred Qualifications and Additional Information

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from all backgrounds. Candidates must be authorized to access technologies regulated under U.S. Export Administration Regulations. Depending on the role and location, some candidates may be required to sign a non-compete agreement, subject to applicable laws. Interviews and training sessions may take place in person at one of our global offices.

Join Motive and contribute to empowering physical operations teams with innovative technology that enhances safety, productivity, and profitability across various industries worldwide.