Designated Technical Support Expertise Lead

2 days ago

GulshaneIqbal Town, Pakistan beBeeSupport Full time $90,000 - $120,000
Technical Support Professional

Motive provides cutting-edge technology solutions to empower the people who run physical operations. Our platform offers complete visibility and control, reducing manual workloads by automating and simplifying tasks.

We serve a large customer base – from Fortune 500 enterprises to small businesses – across various industries.

Role Overview

This Technical Support Specialist will provide premium service, technical support, and executive-level communications to our customers. The role involves building relationships, resolving issues, and acting as a customer advocate.

Key Responsibilities
  • Provide proactive technical assistance and communicate procedural updates to customers.
  • Identify, document, and report design, reliability, and maintenance issues.
  • Collaborate with engineering, product management, and other teams to innovate and improve performance.
  • Owning or orchestrating case resolutions and providing an exceptional support experience.
  • Meeting customer expectations on response quality, timeliness, and overall experience.
  • Working closely with Customer Success Managers to resolve escalations and collect information for bug documentation.
  • Maintaining strong relationships with technical contacts at assigned customers.
  • Providing feedback to training and documentation teams to address common or emerging issues.
Requirements
  • Minimum 1.5+ years of experience in Customer Support and technical support.
  • Excellent communication skills in written, live chat, conference calls, and in-person formats.
  • Experience with addressing customer escalations and relaying concise updates to stakeholders.
  • Strong analytical and problem-solving skills to manage critical issues in high-pressure environments.
  • Knowledge of Motive's Products, focusing on Compliance, Asset, and/or Safety.
  • Excellent troubleshooting skills using log parsing, SQL, scripting languages, and code review.
  • Experience with hardware devices, firmware upgrades, change management, and related testing practices.
  • Familiarity with advanced troubleshooting techniques using APIs, Python, Data Dog, and SQL.
What We Offer

Motive is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and welcome individuals from various backgrounds, experiences, abilities, and perspectives.

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