Associate Manager, Technical Support Engineering
Motive is seeking an experienced Associate Manager of Technical Support to join our Global Technical Support Engineering organization. In this role, you will lead a team of highly technical field engineers and spearhead strategic projects to enhance our support operations. This position is pivotal in developing the team's technical expertise and soft skills through regular meetings, objective setting, and on-the-job coaching. As Motive continues its rapid growth, this role offers an opportunity to contribute significantly to our scaling efforts.
Key responsibilities include managing direct reports to ensure they meet performance objectives, setting team goals aligned with Technical Support objectives, and assisting team members in defining and achieving individual goals. You will advocate for customers by continually enhancing the customer experience and collaborate closely with product and development teams to resolve core product issues. Additionally, you will partner with support operations and delivery teams to identify, monitor, and report trends, build and improve internal reporting processes, and serve as the primary escalation point for high-priority support cases. Delivering strategic projects on time and providing comprehensive metrics and case management updates to leadership are also essential aspects of this role.
The ideal candidate will have a minimum of 2-3 years of experience in a leadership role, excellent verbal and written communication skills, and the ability to work effectively in a team environment. Knowledge of Motive's product line is essential, along with strong presentation skills and a solid leadership presence. A heavy focus on using data to articulate issues, excellent time management skills, and a strong sense of urgency are crucial. The candidate should demonstrate initiative and a desire to learn new skills and technologies, with a passion for solving technical problems. Experience with support ticketing systems, tools, and processes is required, as well as flexibility to handle critical cases after hours as needed. Preferred skills include proficiency in SFDC Reporting, Tableau, GSuite/MS Office, and data analytics.
Motive is committed to creating a diverse and inclusive workplace and welcomes individuals from various backgrounds, experiences, abilities, and perspectives. We offer a dynamic work environment where employees are encouraged to grow and develop their skills. Joining Motive means becoming part of a team dedicated to innovation and excellence in the field of technical support engineering.