
Complex Issue Resolving Expert
5 days ago
Motive is seeking a highly skilled Senior Technical Support Engineer to join its team. As a key escalation point for Tier 1 and Tier 2 support teams, this role requires advanced problem-solving skills, mentoring junior engineers, and process optimization.
This role collaborates with cross-functional teams including Engineering, Product, and Operations to enhance product reliability and customer experience. The Advanced Technical Assistance Professional will contribute to technical documentation, process optimization, and strategic initiatives aimed at driving efficiency and service excellence.
Responsibilities:- Act as the final escalation point for TSEs for complex technical issues, ensuring timely and effective resolution.
- Conduct deep-dive investigations into software, firmware, and hardware issues, utilizing logs, debugging tools, and system diagnostics.
- Work closely with Technical Lead, Engineering and Product teams to report and resolve critical bugs, product defects, and system inefficiencies.
- Analyze incident data to identify patterns, root causes, and recurring issues, providing recommendations for proactive improvements.
- Perform hardware-level diagnostics, including testing, validation, and troubleshooting of sensors, cameras, and embedded systems.
- Deep understanding of software, firmware, and hardware troubleshooting.
- Ability to analyze system logs, network traffic, and API responses to diagnose issues.
- Experience working with Grafana, Redash, AWS, and JIRA.
- Familiarity with cloud-based architectures and monitoring tools.
- Knowledge of SQL, scripting (Python, Bash, or PowerShell), and automation is a plus
- A structured, logical approach to diagnosing and resolving technical issues.
- Ability to identify root causes, analyze trends, and recommend long-term solutions.
- Proactive in improving support processes, knowledge base, and automation.
- Ability to handle high-pressure situations and critical escalations with professionalism.
- Strong verbal and written communication skills to simplify complex technical topics.
- Experience dealing with enterprise customers and high-priority cases.
- Willingness to mentor and support junior engineers, fostering a culture of learning.
- Ability to work cross-functionally with Engineering, Product, and QA teams.
- A team player who is adaptable, resourceful, and thrives in a collaborative setting
- Minimum 1+ years of experience in Technical Support or a similar role in a software or hardware company.
- Prior experience in a SaaS, IoT, or Fleet Management environment is a plus.
- Bachelor's degree in Engineering, Computer Science, or a related field.
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