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. 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 pub
Motive is looking for an experienced Lead Support Engineer to join our Global Technical Support organization as an internal technical enablement expert for TSEs. The TL will help TSEs build the product knowledge, troubleshooting judgment, and investigation discipline needed to resolve issues independently and escalate directly to Backline when required.
This role is the hands-on technical support layer for TSEs: when a TSE is stuck, the TL helps identify the next step, explains the technical reasoning, and ensures the TSE learns from the interaction. The role is internally focused and is not responsible for owning direct customer communication.
What you'll do
- Assist TSEs with complex or unfamiliar issues when they are unable to identify the next troubleshooting step.
- 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, and common failure modes.
- Review and improve the quality of TSE escalations to Backline, ensuring they include clear reproduction steps, scope, impact, and evidence.
- Create and maintain product-specific troubleshooting guides, technical FAQs, and reusable SQL queries or scripts.
- Coordinate with Backline when technical clarification is needed and help TSEs understand findings, resolutions, and root causes.
- Identify recurring investigation mistakes and deliver targeted coaching, examples, and practice cases.
- Partner with other TLs to calibrate coaching approaches and maintain consistent technical guidance.
What they're looking for
- 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, or fleet management platforms.
- Strong investigation skills using logs, SQL, APIs, DataDog, and scripting.
- Experience diagnosing issues involving product workflows, data, hardware devices, firmware, and integrations.
- 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.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
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