Senior Technical Support Engineer

gomotive

Pakistan - Islamabad; Pakistan - Karachi; Pakistan - Lahore; Pakistan - Remote; Remote - Islamabad; Remote - Lahore

Posted Aug 28, 2023

Other
Customer Support (CSP)

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Job description

Who we are:

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 nearly 100,000 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.

Visit gomotive.com to learn more.

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

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

UK Candidate Privacy Notice here.

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.

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.