
Senior Technical Support Expert
3 days ago
Motive’s goal is to empower individuals running physical operations with tools that make their work safer, more productive and profitable. Safety, operations and finance teams can manage drivers, vehicles and equipment in one system.
The Motive platform combines industry-leading AI to provide complete visibility and control while reducing manual workloads by automating and simplifying tasks.
The Senior Technical Support Expert is a senior subject matter expert providing complex technical support for various products and services. This expert troubleshoots complex issues or product-level bugs that cannot be resolved by technical support engineers.
Key responsibilities include managing high-level cases, mentoring, training and coaching technical support engineers, helping them develop skills and expertise. They collaborate with engineering teams to identify and address technical issues affecting customers.
This expert drives continuous improvement in the technical support process, analyzing trends in customer issues, creating new processes and procedures, and working closely with the Technical Lead to ensure technical support aligns with company strategy and goals.
Responsibilities:- A deep understanding of the product to analyze and diagnose complex issues and provide solutions minimizing user disruption.
- Identify and resolve complex technical issues, including product-level limitations not resolvable by Technical Support Engineers.
- Create and maintain technical documentation for internal and external use.
- Cross-department collaboration with Product Development, Quality Assurance, and Backend Engineering Teams to address technical issues.
- Excellent communication and problem-solving skills, technical knowledge, analytical skills, attention to detail and teamwork.
Motive values diversity and inclusion, being an equal opportunity employer. We welcome diverse backgrounds, experiences, abilities and perspectives.
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