Lead Support Engineer

🔥 19 hours ago

🇵🇰 Pakistan – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Motive

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

🏗️ Construction

🍽️ Food & Beverage

Logistics • Construction • Food & Beverage

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.

📋 Description

• Assist TSEs with complex or unfamiliar issues when they cannot identify the next troubleshooting step or resolution path • Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation • Build and improve TSE knowledge of Motive products, workflows, system behavior, known limitations, hardware, integrations, and common failure modes • Model structured troubleshooting and teach TSEs to move from symptoms to evidence-based conclusions • Guide TSEs through investigations so they become self-sufficient rather than taking ownership of every issue • Coach TSEs to determine whether issues involve configuration, workflow, data, hardware, firmware, integrations, expected product behavior, or potential defects • Review and improve TSE escalations to Backline, ensuring clear reproduction steps, scope, impact, evidence, completed troubleshooting, and a specific task • Coordinate with Backline on technical clarification and help TSEs understand findings, resolutions, and root causes • Create and maintain troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts • Identify recurring blockers and investigation mistakes, then deliver targeted coaching, examples, practice cases, and follow-up validation • Share recurring patterns and documentation gaps with Sr TLs for broader enablement plans and knowledge-base priorities • Maintain accurate records of coaching themes and technical gaps to measure TSE capability improvement • Partner with other TLKs to calibrate coaching approaches and maintain consistent technical guidance across teams and regions

🎯 Requirements

• At least 2 years of experience operating at a Technical Lead or equivalent senior technical support level • Strong record of solving complex technical issues and helping other engineers improve • Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms • Demonstrated ability to coach technical professionals and explain complex product behavior clearly and practically • Strong investigation skills using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation • Experience diagnosing issues involving product workflows, data, hardware devices, firmware, integrations, and third-party systems • Ability to review incomplete investigations, identify missing evidence or reasoning, and guide TSEs toward the next correct step • Strong understanding of complete, actionable, and technically credible Backline escalations • Ability to balance immediate assistance with long-term capability building • Strong written and verbal communication skills for internal coaching, documentation, calibration, and technical discussions with Backline • Technical background in Computer Science, Engineering, or equivalent practical experience • Fluency in spoken and written English • Ability to work collaboratively across a global Technical Support organization • Permanent employment status with no active warnings or Performance Improvement Plan, consistent with internal eligibility requirements • Ability to produce product documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs • Ability to demonstrate sustained coaching-driven behavior change

🏖️ Benefits

• Equal opportunity employer committed to a diverse and inclusive workplace • Some interviews or new-hire training sessions may be held in person at one of Motive's global offices

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume