Technical Product Support Expert

5 days ago


Lahore, Punjab, Pakistan Motive Full time
Role Overview

We are seeking a highly skilled Technical Support Engineer - Tracking and Telematics to join our team. As a Technical Support Engineer - Tracking and Telematics, you will be responsible for managing, tracking, diagnosing, and troubleshooting cases in Technical Support.

Responsibilities:
  1. Communicate with customers about reported issues, escalated cases, and urgent inquiries.
  2. Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.
  3. Perform data analysis using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo.
  4. Determine how to resolve support issues by identifying changes needed in data, hardware, or processes.
  5. Report findings to the Technical Leads and exceed customer expectations.
  6. Maintain in-depth knowledge of Motive products and features.
  7. Build trusting relationships with customers and provide constructive feedback.
Requirements:
  • Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience.
  • Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
  • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
  • Familiarity with the software development process and understanding of tools for SAAS-based products.
  • Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis.
  • Familiarity with hardware and firmware level troubleshooting.
  • Excellent written and verbal communication skills.
  • Flexibility to participate in on-call rotation.


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