Technical Support Engineer

About the role:

The Sr. Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.

What You'll Do:

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
• Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
• Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
• Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
• Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
• In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
• Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
• Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

What We're Looking For:

• 0-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
• Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
• Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
• Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby)
• Familiarity with the software development process and understanding of tools for SAAS-based products
• Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis
• Familiarity with hardware and firmware level troubleshooting
• Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment
• Excellent written and verbal communication skills
• Flexibility to participate in on-call rotation

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.