Technical Lead Engineer

Motive is seeking an experienced Technical Lead Engineer to join our Global Technical Support team. In this role, you will serve as a technical enablement expert for Technical Support Engineers (TSEs), helping them develop product knowledge, troubleshooting skills, and investigative discipline. Your primary focus will be to assist TSEs in resolving complex issues independently and escalate to Backline support when necessary. You will act as a hands-on technical resource, guiding TSEs through problem-solving steps, explaining technical concepts, and ensuring continuous learning from each interaction. This position is internally focused and does not involve direct customer communication.

Key Responsibilities:
- Assist TSEs with complex or unfamiliar technical issues by identifying the next troubleshooting steps or resolution paths.
- Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation.
- Enhance TSE knowledge of Motive products, workflows, system behaviors, hardware, integrations, and common failure modes.
- Model structured troubleshooting techniques, teaching TSEs to move from symptoms to evidence-based conclusions.
- Empower TSEs to become self-sufficient by guiding investigations rather than taking ownership of every issue.
- Coach TSEs in diagnosing whether issues stem from configuration, workflow, data, hardware, firmware, integration behavior, expected product behavior, or potential defects.
- Review 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 support to clarify technical issues and help TSEs understand resolutions and root causes.
- Create and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, FAQs, and reusable queries or scripts.
- Identify common blockers and recurring investigation mistakes among TSEs, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Share recurring patterns and documentation gaps with senior technical leads to inform 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 Lead Engineers to calibrate coaching methods and ensure consistent technical guidance across teams and regions.

Required Qualifications:
- Minimum of 2 years’ experience in a Technical Lead or equivalent senior technical support role with a proven track record of resolving complex technical issues and mentoring engineers.
- Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms.
- Strong ability to coach technical professionals and explain complex product behaviors clearly and practically.
- Proficient in investigation techniques 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.
- Skilled at reviewing incomplete investigations, identifying missing evidence or reasoning, and guiding TSEs toward the correct next steps.
- Solid understanding of what constitutes a complete, actionable, and credible Backline escalation.
- Ability to balance immediate technical assistance with long-term capability building, aiming to teach rather than create dependency.
- 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.
- Proven ability to produce product documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs.
- Demonstrated success in coaching that results in sustained behavioral improvements.

Preferred Qualifications and Benefits:
Motive values diversity and inclusion and is committed to creating a workplace that welcomes people from all backgrounds, experiences, abilities, and perspectives. The company is recognized as a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc. Magazine Best Place to Work. Employees may be required to comply with export control regulations and, depending on location, may need to agree to non-compete covenants in accordance with applicable laws. Some interviews or training sessions may be conducted in person at global offices.

Motive empowers teams managing physical operations by combining AI and technology to improve safety, productivity, and profitability across industries such as transportation, logistics, construction, energy, manufacturing, and more. Join us to help shape the future of operational safety and efficiency.