Lead Technical Support Engineer

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 more than 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.

The Lead Technical Support Engineer is a senior subject matter expert responsible for providing complex technical support for a range of products and services. As an L4 support engineer, the Lead Technical Support Engineer is the go-to individual for troubleshooting complex issues or product-level bugs that technical support engineers cannot resolve.

In addition to managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers, the Lead Technical Support Engineer also provides leadership to the technical support team. This includes mentoring, training, and coaching other technical support engineers, helping them to develop their skills and expertise.

One of the key responsibilities of the Lead Technical Support Engineer is to collaborate with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues that are affecting customers.

The Lead Technical Support Engineer is also responsible for driving continuous improvement in the technical support process. This includes identifying and analyzing trends in customer issues, creating and implementing new support processes and procedures, and working closely with the Technical Lead to ensure that technical support is aligned with the company's overall strategy and goals.

• Must have a deep understanding of the product, be able to analyze and diagnose complex issues, and provide solutions that minimize user disruption.
• Identify and resolve complex technical issues as well as product-level limitations that cannot be resolved by Technical Support Engineers.
• Responsible for creating and maintaining technical documentation for internal and external use. They must ensure that documentation is up-to-date, accurate, and easy to understand.
• Work closely with cross-department teams, such as product development, quality assurance, and backend engineering teams, to identify and address technical issues that are affecting customers.
• Must have excellent communication and collaboration skills to work effectively with different teams.
• Provide leadership and mentoring to Technical Support Engineers. They must share their knowledge and expertise to help other team members improve their technical skills.
• Responsible for identifying opportunities for process improvement and driving changes to improve the efficiency and effectiveness of technical support. They must have a continuous improvement mindset and be able to work collaboratively with different teams to implement process changes.
• Be required to participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours as well as after hours. They must be available to respond to urgent support requests and be able to resolve issues promptly.

• Minimum 3-year tenure in Technical Support or Customer Support
• Good understanding of SQL and API
• Basic knowledge of at least one programming language
• Respond to customer inquiries and issues with timely and accurate responses via phone, email, or chat
• Diagnose and troubleshoot technical issues, identify root causes, and develop effective solutions
• Escalate issues as needed with detailed information for escalation
• Document technical issues and solutions in a ticketing system or knowledge base
• Collaborate with cross-functional teams to resolve complex issues and improve processes
• Contribute to knowledge management with articles, FAQs, and support materials
• Provide excellent customer service and maintain a positive, professional attitude
• Participate in on-call rotation to provide support during off-hours, weekends, and holidays

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.

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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.

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