Technical Support Engineer
The Technical Support Engineer at Motive is a subject matter expert responsible for managing, diagnosing, and troubleshooting technical support cases. This role involves training and guiding other employees within the support team and across the company. A key aspect is identifying and alerting stakeholders to larger issues and trends, understanding their magnitude and scope before escalating to the Technical Lead.
Key responsibilities include communicating with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn. The engineer utilizes tools developed by the engineering team to modify user and vehicle data for resolving support issues. They perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo. Additionally, they determine how to resolve support issues by identifying necessary changes in data, hardware, or processes and applying them with minimal user disruption.
The ideal candidate has 2-3 years of experience in customer support, technical support, or software development, preferably in customer-facing roles. A bachelor's degree in Computer Science or Engineering (Software, Electrical, Electronics) or equivalent practical experience is required. The candidate should have an understanding of RESTful APIs, SQL, developer knowledge, and OAuth 2.0, along with intermediate-level expertise in any programming language such as Python, C++, C#, or Ruby. Familiarity with the software development process and tools for SaaS-based products, as well as proficiency in analyzing crucial data points and performing in-depth root cause analysis, are essential. Experience with hardware and firmware level troubleshooting is also desirable.
Motive offers a comprehensive benefits package, including health coverage, mental health support, and generous time off. The company fosters a culture recognized for career growth, strong values, and impact. Employees have the flexibility to work remotely in Pakistan, aligning with global teammates.
Joining Motive means becoming part of a team that empowers people running physical operations with tools to make their work safer, more productive, and more profitable. The company serves nearly 100,000 customers across various industries, providing opportunities for professional growth and development in a dynamic environment.