Technical Lead

Motive is a leading technology company that empowers physical operations teams by providing tools to enhance safety, productivity, and profitability. Our integrated platform combines safety, operations, and finance functions, enabling management of drivers, vehicles, equipment, and fleet-related expenses in one system. Leveraging cutting-edge AI and computer vision, Motive offers complete visibility and control while automating and simplifying complex 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 recognized as a Forbes Cloud 100 company and a top workplace.

We are 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 build product knowledge, troubleshooting skills, and investigative discipline. Your focus will be on guiding TSEs through complex issues, ensuring they learn from each interaction and can resolve problems independently or escalate appropriately. This position is internally focused and does not involve direct customer communication.

Key Responsibilities
- Assist TSEs with complex or unfamiliar technical issues by identifying next troubleshooting steps and 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 behavior, hardware, integrations, and common failure modes.
- Model structured troubleshooting techniques and teach TSEs to move from symptoms to evidence-based conclusions.
- Guide TSEs toward self-sufficiency by supporting their investigations without taking ownership of every issue.
- Coach TSEs in diagnosing whether issues stem from configuration, workflow, data, hardware, firmware, integrations, expected product behavior, or defects.
- Review and improve the quality of TSE escalations to Backline, ensuring clear reproduction steps, scope, impact, evidence, and specific tasks are included.
- Coordinate with Backline teams to clarify technical issues and help TSEs understand resolutions and root causes.
- Create and maintain troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts.
- Identify common blockers and recurring investigation mistakes, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Collaborate with senior Technical Leads to align coaching approaches and maintain consistent technical guidance across teams and regions.
- Maintain records of coaching themes and technical gaps to measure improvements in TSE capabilities.

Required Qualifications
- Minimum of 2 years’ experience as a Technical Lead or in a senior technical support role, with a proven track record of solving complex technical problems and mentoring engineers.
- Deep knowledge of Motive products or equivalent experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms.
- Strong ability to coach technical professionals and explain complex product behavior clearly and practically.
- Proficient in investigation techniques using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.
- Experience diagnosing issues involving product workflows, data, hardware, firmware, integrations, and third-party systems.
- Skilled at reviewing incomplete investigations, identifying missing evidence or reasoning, and guiding TSEs toward correct next steps.
- Clear understanding of what constitutes a complete, actionable, and credible Backline escalation.
- Ability to balance immediate problem-solving with long-term capability building to foster TSE independence.
- Excellent written and verbal communication skills for coaching, documentation, and technical collaboration.
- Technical background in Computer Science, Engineering, or equivalent practical experience.
- Fluency in spoken and written English.
- Ability to work collaboratively within a global Technical Support organization.
- Permanent employment status with no active warnings or performance improvement plans, meeting internal eligibility criteria.

Motive is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer welcoming candidates from all backgrounds, experiences, and perspectives. Candidates must be authorized to access technologies controlled under U.S. Export Administration Regulations. Some roles may require signing a non-compete agreement, subject to applicable laws and exceptions. Interviews and training sessions may be conducted in person at global office locations.