From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. Its platform enables safety, operations and finance teams to manage drivers, vehicles, equipment, and fleet-related spend in a single system.
Motive serves nearly 100,000 customers, from Fortune 500 enterprises to small businesses, across a wide range of industries.
The Sr. Technical Support Engineer is a Subject Matter Expert who manages, tracks, diagnoses, and troubleshoots Technical Support cases; trains and guides employees within Support and across the company; and alerts stakeholders to larger issues and trends.
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 Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo.
- 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 quality, timeliness, documentation, resolution, and overall customer experience.
- Maintain 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.
- Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment.
What they're looking for
- 0-2 years of experience in Customer Support, Technical Support, or Software Development.
- 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, such as Python, C++, C#, or 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.
- Excellent written and verbal communication skills.
- Flexibility to participate in on-call rotation.
- Authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.
- Some interviews or new-hire training sessions may be held in person at one of Motive's global offices.
Nice to have
- Experience in customer-facing roles.
From the company page
Benefits
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