Motive Logo

Motive

Lead Technical Support Engineer - Mobile and Fleet Experience

Posted 24 Days Ago
Be an Early Applicant
Easy Apply
Remote
Hiring Remotely in Pakistan
Mid level
Easy Apply
Remote
Hiring Remotely in Pakistan
Mid level
The Lead Technical Support Engineer provides advanced technical support for complex issues, mentoring junior engineers and collaborating with various teams to improve processes and documentation. Responsibilities include diagnosing technical challenges, leading support initiatives, and participating in on-call rotations for urgent support requests.
The summary above was generated by AI

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

The Lead Technical Support Engineer is a senior subject matter expert responsible for providing complex technical support for a range of products and services. As an L4 support engineer, the Lead Technical Support Engineer is the go-to individual for troubleshooting complex issues or product-level bugs that technical support engineers cannot resolve. 

In addition to managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers, the Lead Technical Support Engineer also provides leadership to the technical support team. This includes mentoring, training, and coaching other technical support engineers, helping them to develop their skills and expertise.

One of the key responsibilities of the Lead Technical Support Engineer is to collaborate with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues that are affecting customers. 

The Lead Technical Support Engineer is also responsible for driving continuous improvement in the technical support process. This includes identifying and analyzing trends in customer issues, creating and implementing new support processes and procedures, and working closely with the Technical Lead to ensure that technical support is aligned with the company's overall strategy and goals.

What You’ll Do:

  • Must have a deep understanding of the product, be able to analyze and diagnose complex issues, and provide solutions that minimize user disruption.
  • Identify and resolve complex technical issues as well as product-level limitations that cannot be resolved by Technical support engineers. 
  • Responsible for creating and maintaining technical documentation for internal and external use. They must ensure that documentation is up-to-date, accurate, and easy to understand.
  • Work closely with cross-department teams, such as product development, quality assurance, and backend engineering teams, to identify and address technical issues that are affecting customers. 
  • Must have excellent communication and collaboration skills to work effectively with different teams.
  • Provide leadership and mentoring to Technical Support Engineers. They must share their knowledge and expertise to help other team members improve their technical skills.
  • Responsible for identifying opportunities for process improvement and driving changes to improve the efficiency and effectiveness of technical support. They must have a continuous improvement mindset and be able to work collaboratively with different teams to implement process changes.
  • Required to participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours as well as after hours. They must be available to respond to urgent support requests and be able to resolve issues promptly.

What We're Looking For:

  • Minimum 3-year tenure in Technical Support | Customer Support
  • Must have a good understanding of SQL, and API 
  • Should have a basic knowledge of one of the coding languages 
  • Respond to customer inquiries and issues: Provide timely and accurate responses to customer inquiries and issues via phone, email, or chat.
  • Diagnose and troubleshoot technical issues: Use technical knowledge and analytical skills to diagnose and troubleshoot technical issues. Identify root causes of problems and develop effective solutions to address them.
  • Escalate issues as needed: When an issue cannot be resolved at the Technical Support level, escalate the issue to the appropriate team or personnel. Provide detailed information about the issue and steps taken to resolve it.
  • Document technical issues and solutions: Maintain detailed records of customer inquiries, issues, and solutions in a ticketing system or other databases. Ensure that information is accurate, up-to-date, and easily accessible to other team members.
  • Collaborate with cross-functional teams: Work closely with other teams, such as Tier 1 support, engineering, and product management, to resolve complex issues and improve customer support processes.
  • Contribute to knowledge management: Develop and update knowledge base articles, FAQs, and other support materials to help customers resolve common issues independently.
  • Provide excellent customer service: Maintain a positive and professional attitude while providing customer support. Strive to exceed customer expectations and provide a high level of customer satisfaction.
  • Participate in on-call rotation: Be available to provide technical support during off-hours, weekends, and holidays as part of an on-call rotation schedule.
  • These responsibilities require excellent communication and problem-solving skills, technical knowledge and analytical skills, attention to detail, and the ability to work well in a team-oriented environment.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

#LI-Remote

Top Skills

APIs
Coding Languages
SQL

Similar Jobs at Motive

6 Days Ago
Easy Apply
Remote
Pakistan
Easy Apply
Junior
Junior
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
The Senior Technical Support Engineer is responsible for diagnosing and resolving complex technical issues involving hardware, software, and cloud-based systems. They act as an escalation point for support teams, mentor junior engineers, and collaborate with various teams to enhance product reliability and customer experience.
9 Days Ago
Easy Apply
Remote
Pakistan
Easy Apply
Mid level
Mid level
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
As a Technical Support Engineer for Motive, you will manage and troubleshoot customer issues related to the company's fleet and mobile products. Responsibilities include resolving support issues, analyzing and documenting errors, providing feedback for training, and building relationships with customers through effective communication.
Top Skills: JIRAPythonSQL
2 Days Ago
Easy Apply
Remote
Pakistan
Easy Apply
Mid level
Mid level
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
As a Technical Recruiter at Motive, you'll partner with hiring managers to understand priority roles and manage high-volume recruitment for the Engineering team. Your role involves full-cycle recruiting including sourcing, screening, and building talent pipelines, while consistently striving to meet KPIs in a fast-paced environment.

What you need to know about the Kolkata Tech Scene

When considering the industries shaping India's tech scene, gaming might not immediately come to mind. However, in the last decade, increased internet usage and greater access to mobile devices have catapulted the industry to new heights, with Kolkata-based companies like Virtualinfocom, Red Apple Technologies and Digitoonz, at the forefront, driving the design and animation of new gaming titles for players.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account