Manager, Technical Support Engineering

🔥 13 hours ago

🇵🇰 Pakistan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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.

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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

• Lead a significant portion of the Tier 2/Tier 3 Technical Support organization within Global Support • Own performance, operating rhythm, organizational design, staffing strategy, and organizational health across multiple teams and customer segments • Lead and develop managers and senior individual contributors • Set operating cadence through goal-setting, business reviews, inspection mechanisms, and action plans • Drive workforce planning, headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions • Drive performance management, coaching, career development, and retention • Serve as senior escalation leader for critical customer issues, major incidents, and strategic accounts • Participate in the Technical Support leadership on-call model and act as senior incident leader for P0/P1 events • Own queue health and backlog strategy and drive structural fixes • Build scalable SOPs, playbooks, routing models, escalation frameworks, and quality standards • Partner with Support Ops, Enablement, and Backline on bugs, product gaps, process friction, and training opportunities • Establish expectations for documentation, runbooks, reusable learnings, and support readiness • Represent Support in cross-functional forums with Product, Engineering, Customer Success, and Sales • Advocate for customers, protect ARR at risk, and close the loop on critical issues • Drive strategic projects improving supportability, efficiency, tooling, and customer experience • Influence product and engineering priorities using escalation, incident, and support data • Own executive-level weekly, monthly, and quarterly business reporting • Improve reporting infrastructure and metric definitions across Salesforce, Tableau, and related systems • Lead organizational change management and ensure adoption of new workflows, tools, and expectations • Design structures, processes, and leadership mechanisms for future scale • Act as directly responsible individual for large cross-functional programs

🎯 Requirements

• Technical degree in Computer Science or Engineering preferred, or equivalent practical experience • 6+ years of experience leading technical teams in fast-paced, high-volume support organizations • Meaningful experience managing managers or leading through a management layer • Hands-on experience as an individual contributor in technical support engineering, technical operations, or a similarly technical role before moving into people leadership • Demonstrated success running larger support organizations across multiple teams, business segments, or functions • Proven experience handling complex escalations, incidents, and executive-facing customer situations • Strong track record of building, coaching, and retaining high-performing managers, senior ICs, and future leaders • Deep command of support metrics and service operations, including CSAT, SLA attainment, FCR, backlog health, escalation quality, and incident response effectiveness • Experience translating support insights into cross-functional action with Product, Engineering, Customer Success, Sales, and Operations • Strong analytical and business review skills • Experience building and interpreting reporting in Salesforce, Tableau, Google Sheets, or similar tools • Excellent verbal and written communication • Strong program and change management skills • High ownership, strong prioritization, and ability to manage competing demands in ambiguous, fast-moving environments • Flexible to support critical escalations and incidents after hours as needed • Preferred: hands-on Salesforce experience; Tableau or similar BI tooling; Jira; Confluence; knowledge management; data-driven support strategy; IoT, telematics, fleet management, or related domains • Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations

🏖️ Benefits

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