Technical Lead Engineer

Motive is a leading technology company dedicated to empowering those who manage physical operations by providing tools that enhance safety, productivity, and profitability. Our platform integrates safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI and computer vision, Motive offers complete visibility and control while automating manual tasks. Serving nearly 100,000 customers across diverse industries such as transportation, logistics, construction, energy, manufacturing, and retail, Motive is recognized as a Forbes Cloud 100 company and an Inc. Magazine Best Place to Work. We are motivated by the mission to save lives on the road and improve the efficiency of trillion-dollar industries that drive the physical economy.

Key Responsibilities

- Provide hands-on technical support and guidance to Technical Support Engineers (TSEs) by assisting with complex or unfamiliar issues and helping them determine the next troubleshooting steps.
- Review TSE investigations, offering actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation to improve their problem-solving skills.
- Enhance TSE knowledge of Motive products, workflows, system behavior, hardware, integrations, and common failure modes through structured troubleshooting and teaching evidence-based conclusions.
- Foster TSE self-sufficiency by guiding investigations without taking ownership of every issue and coaching them to distinguish between configuration, workflow, data, hardware, firmware, integration behaviors, expected product behavior, or defects.
- Evaluate and improve the quality of TSE escalations to Backline, ensuring clear reproduction steps, scope, impact, evidence, troubleshooting completed, and specific tasks are included.
- Collaborate with Backline teams to clarify technical issues and help TSEs understand resolutions and root causes.
- Develop and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts.
- Identify recurring blockers and investigation mistakes among TSEs and deliver targeted coaching, examples, practice cases, and follow-up validation.
- Share patterns and documentation gaps with Senior Technical Leads to support broader enablement plans and knowledge-base improvements.
- Maintain accurate records of coaching themes and technical gaps to measure improvements in TSE capabilities.
- Partner with other Technical Leads to calibrate coaching approaches and ensure consistent technical guidance across teams and regions.

Required Qualifications

- Minimum of 2 years’ experience as a Technical Lead or in an equivalent senior technical support role, with a proven track record of resolving complex technical issues and mentoring engineers.
- Deep understanding of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms.
- Strong coaching skills with the ability to explain complex product behavior clearly and practically.
- Proficient investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.
- Experience diagnosing issues related to product workflows, data, hardware devices, firmware, integrations, and third-party systems.
- Ability to review incomplete investigations, identify missing evidence or reasoning, and guide TSEs toward the correct next steps.
- Comprehensive understanding of what constitutes a complete, actionable, and credible Backline escalation.
- Excellent written and verbal communication skills for internal 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, meeting internal eligibility requirements.

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from various backgrounds, experiences, and perspectives. Candidates must be authorized to access products and technologies controlled under U.S. Export Administration Regulations. Depending on the role and location, some positions may require a non-compete agreement, subject to applicable laws. Interviews and training sessions may be conducted in person at one of Motive’s global offices.