Enterprise Support Specialist
16 hours ago
At Motive, we empower the people who run physical operations with innovative tools to make their work safer, more productive, and profitable.
Our industry-leading AI platform gives you complete visibility and control, reducing manual workloads by automating and simplifying tasks.
We serve over 120,000 customers across various industries, including transportation, construction, energy, field service, manufacturing, agriculture, food, retail, and the public sector.
About the Role:The Technical Support Engineer - Enterprise is a technical expert responsible for managing, tracking, diagnosing, and troubleshooting complex issues in our Enterprise Tech Support team.
They will train, educate, assist, and provide guidance to other employees within Support and across the company, identifying and alerting stakeholders on larger issues and trends.
- Resolves technical issues by determining necessary changes and applying them with minimal user disruption.
- Determines root cause of errors/bugs using data and analytics tools like Looker.
- Analyses data to determine impact/prevalence of issues.
- Utilizes tools developed by the Engineering team to modify user/vehicle data for resolving support issues.
- Communicates with customers for escalated, urgent inquiries to minimize customer churn.
- Develops a proactive approach when resolving technical issues reported by customers.
- Partners closely with Technical Leads across Tech Support to research and provide quality solutions.
- 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Computer Science/Engineering background.
- Fluent in spoken and written English.
- Team player and can work in a professional environment.
- Exceptional performer.
- Familiar with Hardware and Firmware level troubleshooting.
- Technically sound and expert.
- On-Call rotation flexibility.
Motive values diversity and inclusivity. We are an equal opportunity employer and welcome people from different backgrounds, experiences, abilities, and perspectives.
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