Join Motive as a Senior Technical Support Engineer to enhance customer experience and resolve technical issues in a collaborative environment.
Posted by employer 3 years ago
First seen on Joblaze 1 week ago
Last verified on the company career page 1 day ago
Skills & Technologies
Requirements
- Experience
- 0–2 years
- Education
- Bachelor's degree
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Joblaze summary
The Senior Technical Support Engineer at Motive plays a crucial role in diagnosing and resolving customer issues while also training and guiding fellow team members. This position requires a solid understanding of technical tools and data analysis, particularly with RESTful APIs and SQL, to effectively address support challenges. Ideal candidates will have a background in customer-facing technical roles, with a focus on collaboration and communication. Motive emphasizes a diverse and inclusive workplace, reflecting its commitment to varied perspectives.
Joblaze insights
- Listed 9 days ago on Joblaze — tracked directly from Motive's career page.
- Motive has 149 other open roles including Installations Specialist, Manager, Business Operations & Strategy, Account Executive, SMB - MX.
- 6527 active Python roles on Joblaze right now.
- 2273 active SQL roles on Joblaze right now.
- 1661 active C++ roles on Joblaze right now.
- Typical Python salary we track runs $125,000–$190,800 (median $160,000, across 3229 roles). See Python salary trends
Quick facts
- How much experience is required?
- 0–2 years of relevant experience for this Senior Technical Support Engineer role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AWS CloudWatch, C++, Datadog, Grafana, Pendo, Python.
- What seniority level is this role?
- Motive targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Technical Support Engineer role at Motive.
From the original posting
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 nearly 100,000 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 Sr. Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.
What You'll Do:
- 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
What We're Looking For:
- 0-2 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
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.
UK 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.
All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.
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