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Senior Technical Support Professional
4 hours ago
Motive is a global leader in empowering individuals who run physical operations with innovative tools to make their work safer, more productive, and profitable. Our mission is to simplify tasks, reduce manual workloads, and increase visibility and control.
About the Role:The Lead Technical Support Engineer will be responsible for providing complex technical support for a range of products and services. This role requires a senior subject matter expert who can troubleshoot complex issues or product-level bugs that cannot be resolved by Technical Support Engineers.
This position involves managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers. The successful candidate will also provide leadership to the technical support team, mentoring, training, and coaching other technical support engineers to help them develop their skills and expertise.
Key responsibilities include collaborating with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues affecting customers.
What You'll Do:- Develop and maintain technical documentation for internal and external use.
- Collaborate with cross-functional teams to resolve complex issues and improve customer support processes.
- Contribute to knowledge management by developing and updating knowledge base articles and FAQs.
- Provide excellent customer service by maintaining a positive and professional attitude while providing support.
- Participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours and after hours.
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