Senior Technical Support Engineer, MCS

4 days ago

Gujrat, Punjab, Pakistan Motive Technologies, Inc Full time
Overview

Who we are describes Motive as a platform that empowers people who run physical operations with tools to make work safer, more productive, and more profitable. The Motive platform enables safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet-related spend in a single system. Combined with AI, it provides visibility and control while reducing manual workloads by automating tasks.

Motive serves more than 100,000 customers—from Fortune 500 enterprises to small businesses—across 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

Senior Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They train, educate, assist, and guide other employees within Support and across the company as needed. An important aspect is to identify and alert necessary stakeholders on larger issues and trends, and to understand the magnitude and scope of issues before escalating to the Technical Lead/Engineering.

What You'll Do
  • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
  • Resolve support issues related to Motive's products.
  • Investigate the source of errors/bugs using available data and tools; report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
  • Assess the impact and prevalence of issues by analyzing data to determine root cause.
  • Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
  • Provide constructive feedback to Tier 1 agents for training and assist with technical questions.
  • Build trusting relationships with customers by communicating openly and interactively over phone, chat, and email.
What We're Looking For
  • 2–3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
  • Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
  • Familiarity with the software development process and tools for a SAAS-based product.
  • Technical knowledge/troubleshooting skills and a willingness to learn and excel.
  • Ability to perform in-depth root cause analysis.
  • Basic knowledge of SQL and Python is a plus.

Note: Creating a diverse and inclusive workplace is a core value. 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.

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