Product Support Specialist, Motive

3 days ago


Lahore, Punjab, Pakistan Motive Full time
About the Role

The Technical Support Engineer - Tracking and Telematics is a critical member of our team. They manage, track, diagnose, and troubleshoot cases in Technical Support, train and educate colleagues, identify and alert stakeholders on larger issues, and understand the magnitude and scope of problems.

This role involves communicating with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn. The engineer must utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.

Data analysis is also a key aspect of this role, as engineers perform assessments using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo to determine the impact and prevalence of issues.

Key Responsibilities:
  • Communicate effectively with customers to resolve issues promptly.
  • Analyze data to identify trends and root causes of errors.
  • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes.
  • Report findings to Technical Leads and collaborate on solutions.
  • Exceed customer expectations through quality, timeliness, documentation, resolution, and overall experience.


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