Senior Technical Support Engineer

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Motive

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚗 Transport

🤖 Artificial Intelligence

🏢 Enterprise

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.

📋 Description

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues • Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption • Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console • Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails • Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

🎯 Requirements

• 1-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles • Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience • Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0. • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby) • Familiarity with the software development process and understanding of tools for SAAS-based products • Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis • Familiarity with hardware and firmware level troubleshooting • Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment • Excellent written and verbal communication skills • Flexibility to participate in on-call rotation

🏖️ Benefits

• Creating a diverse and inclusive workplace is one of Motive's core values. • Equal opportunity employer.