Technical Support Engineer

Motive is a leading provider of innovative tools designed to empower those managing physical operations by enhancing safety, productivity, and profitability. Our platform uniquely integrates safety, operations, and finance teams, allowing seamless management of drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while significantly reducing manual workloads through automation. Serving nearly 100,000 customers ranging from Fortune 500 companies to small businesses, we operate across diverse industries including transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector.

Key Responsibilities:
- Serve as a Subject Matter Expert by managing, tracking, diagnosing, and troubleshooting technical support cases.
- Communicate effectively with customers regarding reported issues, escalated cases, and urgent inquiries to minimize churn.
- Utilize engineering-developed tools to modify user and vehicle data to resolve support issues efficiently.
- Perform data analysis using tools such as Grafana, DataDog, Redash, AWS CloudWatch, and Pendo to assess issue impact and prevalence.
- Identify root causes of errors or bugs through available data and tools, escalating findings to Technical Leads.
- Implement solutions involving data, hardware, or process changes with minimal disruption to users.
- Exceed customer expectations by delivering high-quality, timely resolutions with thorough documentation.
- Maintain in-depth knowledge of Motive’s products and features, including proficiency with the Motive Front End Dashboard and Backend Console.
- Build and maintain trusting relationships with customers through clear, interactive communication via phone, chat, and email.
- Provide constructive feedback and contribute to the knowledge base by writing articles to support and educate team members.
- Train, mentor, and guide other support employees to foster a collaborative and high-performing team environment.
- Participate in an on-call rotation to support urgent technical issues as needed.

Required Qualifications:
- 0-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Bachelor’s Degree in Computer Science, Engineering (Software, Electrical, Electronics), or equivalent practical experience.
- Understanding of RESTful APIs, SQL, developer concepts, and OAuth 2.0 authentication protocols.
- Intermediate proficiency in at least one programming language such as Python, C++, C#, or Ruby.
- Familiarity with software development processes and tools related to SaaS products.
- Strong technical skills for analyzing critical data points and performing root cause analysis.
- Experience with hardware and firmware-level troubleshooting.
- Excellent written and verbal communication skills.
- Flexibility to participate in an on-call rotation.

Additional Information:
Motive is committed to creating a diverse and inclusive workplace and is an equal opportunity employer welcoming candidates from all backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as employees require access to Motive products and technology. For U.S.-based roles, some positions may require signing a non-compete agreement, subject to regional legal exceptions.

All job openings are for current vacancies, and some interviews or training sessions may take place in person at one of our global offices. Candidates are encouraged to review Motive’s Candidate Privacy Notices for further information on data handling and privacy practices.