Sr Backline Support Engineer

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 150,000+ customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

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A Senior Backline Support Engineer (L4) takes on complex cases and may also lead certain cross-functional collaborations. They are responsible for overseeing multiple escalated cases, providing technical guidance, and ensuring the team is aligned with evolving product requirements. Their expertise lies in diagnosing intricate problems across multiple products and systems, particularly those related to product releases and critical customer-facing issues.

• Resolve complex technical issues across multiple product domains, using advanced troubleshooting, log analysis, and deep Motive product architectural knowledge.
• Take ownership of Critical customer issues, collaborating with cross-functional teams and Engineering to implement permanent fixes and improve resolution processes.
• Validate and review technical consultations (JIRAs) for accuracy and completeness before forwarding to Engineering, Product, or other teams.
• Providing detailed root cause analysis reports to executives, highlighting underlying issues, and recommending long-term solutions.
• Provide actionable feedback to Product and Engineering teams to address recurring issues, improve features, and enhance customer experience.
• Document solutions, update the knowledge base, and share expertise through mentoring and training to strengthen team capabilities.
• Partner with Professional Services on critical implementations, conduct improved processes, and prevent recurrence continuously.

• At least 2-3 years of experience working as a Backline Support Engineer or in a related role, with hands-on troubleshooting and problem-solving responsibilities.
• Strong ability to work effectively with Product, Engineering, and other technical teams to drive fixes and enhancements.
• Expertise in conducting deep root cause analysis (RCA) and implementing long-term solutions to prevent recurring issues.
• In-depth knowledge of RESTful APIs, including debugging API calls, understanding endpoints, and resolving integration challenges.
• Intermediate-level proficiency in at least one programming language, such as Python, JavaScript, Java, or Ruby, for debugging and scripting tasks.
• Advanced log and trace analysis skills to diagnose and resolve issues efficiently.
• Experience managing critical incidents, ensuring timely resolution while maintaining clear communication with stakeholders.
• Proactively monitoring Datadog dashboards to ensure early identification of risks and system performance issues related to Motive products.
• Escalation management expertise to handle high-priority cases and coordinate with internal teams for swift resolutions.
• Automation scripting knowledge for developing tools or scripts to identify and fix recurring issues.
• Strong SQL skills for querying databases and analyzing data inconsistencies or anomalies.
• Regularly review and provide consultation on TSSDs to ensure alignment with best practices and evolving technical requirements.
• Proficiency in troubleshooting OAuth 2.0 authentication and authorization flows.
• Familiarity with cloud services like AWS with the ability to assess their impact on application performance.
• Ability to create and maintain comprehensive technical documentation, troubleshooting guides, and knowledge base articles to enhance team efficiency.