Senior Technical Support Engineer

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3 days ago

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Motive

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Transport • Artificial Intelligence • Enterprise

Motive is a company that provides an integrated operations platform designed to enhance the safety, productivity, and profitability of fleet management and operations. Utilizing cutting-edge AI technology, Motive offers solutions such as driver safety monitoring, fleet management, equipment monitoring, and spend management. These services provide unparalleled visibility into vehicles and equipment, automate workflows, reduce costs, and improve efficiency for industries like construction, oil & gas, public sector, food & beverage, and logistics. Motive is recognized as a leader in fleet management and empowers companies to maximize their operational potential with innovative solutions.

1001 - 5000 employees

🚗 Transport

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• Own and resolve high-priority, technically complex issues for enterprise customers via email, phone, and chat. • Act as the point of escalation for frontline support engineers and manage end-to-end resolution for advanced cases. • Troubleshoot and analyze data from telematics devices, dashcams, APIs, mobile apps, and customer environments. • Collaborate with Engineering and Product teams to identify and resolve bugs, contribute to hotfixes, and improve product stability. • Document troubleshooting steps, known issues, and best practices to contribute to internal knowledge bases. • Partner with Customer Success Managers (CSMs) and Enterprise Account Managers (EAMs) to ensure customer satisfaction and retention. • Monitor trends, proactively flag emerging issues, and suggest product or process improvements. • Participate in on-call rotations or special projects as needed to support enterprise uptime and availability.

🎯 Requirements

• 2- 3+ years in a technical support, systems engineering, or similar role, preferably supporting SaaS or IoT products. • Strong troubleshooting skills in one or more of the following areas: Networking, APIs, Linux systems, mobile platforms (iOS/Android), or hardware devices. • Experience working with enterprise customers and managing escalations with professionalism and urgency. • Familiarity with tools such as Salesforce, Zendesk, Jira, Kibana, or equivalent CRM/log analysis platforms. • Excellent verbal and written communication skills with the ability to simplify technical concepts for non-technical users. • Ability to thrive in a fast-paced, collaborative environment with shifting priorities. • Bonus: Knowledge of transportation, fleet management, telematics, or logistics operations

🏖️ Benefits

• Creating a diverse and inclusive workplace • Equal opportunity employer