Enterprise Technical Support Specialist
12 hours ago
Motive is a leading provider of innovative technology solutions that empower organizations to manage their operations more efficiently and effectively. Our platform combines industry-leading AI with complete visibility and control, significantly reducing manual workloads by automating and simplifying tasks.
With over 120,000 customers across various industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector, Motive has established itself as a trusted partner for organizations seeking to improve their operational performance.
About the Role
The Technical Support Engineer - Enterprise is a critical member of our technical support team, responsible for managing, tracking, diagnosing, and troubleshooting complex technical issues in our Enterprise Tech Support environment. This role requires a strong technical expertise, excellent communication skills, and the ability to provide guidance and training to other employees within Support and across the company.
As an Advanced Problem Solver, you will be responsible for determining the root cause of errors and bugs, performing analysis of data to determine impact and prevalence of issues, and utilizing tools developed by the Engineering team to modify user/vehicle data for resolving support issues.
Key Responsibilities- Determine how to resolve technical issues, identify changes needed to underlying data/hardware/process, and apply them with minimal user disruption.
- Determine root cause of errors/bugs, use analytics tools like Looker, and report findings to Technical Lead/Engineering/DSE.
- Perform analysis of data to determine impact/prevalence of issues, communicate with customers if needed for escalated, urgent inquiries, and develop proactive approaches when resolving technical issues.
- Partner closely with Technical Leads across Tech Support to research issues and provide quality solutions.
- 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Computer Science/Engineering background.
- Fluent in spoken and written English.
- Team player and can work in a professional environment.
- Exceptional performer with on-call rotation flexibility.
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