Technical Support Engineer, Tracking & Telematics

Job Description

Motive is seeking a Technical Support Engineer to manage, track, diagnose, and troubleshoot cases within Technical Support. The engineer will train, educate, and guide other employees within Support and across the company. They will identify and alert stakeholders on larger issues and trends, understanding the scope of problems before working with the Technical Lead.

Responsibilities:

• Communicate with customers about reported issues, escalated cases, and urgent inquiries.
• Utilize tools to modify user/vehicle data for resolving support issues.
• Perform data analysis to assess the impact and prevalence of issues.
• Determine how to resolve support issues by identifying changes needed in data, hardware, or processes.
• Determine root causes of errors/bugs and report them to the Technical Leads.
• Exceed customer expectations in terms of quality, timeliness, and overall customer experience.
• Provide constructive feedback and write Knowledge-base articles.

Requirements:

• 2-3 years of experience in Customer Support, Technical Support, or Software Development.
• Bachelor's Degree in Computer Science/Engineering or equivalent experience.
• Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
• Intermediate-level expertise in any programming language.
• Familiarity with the software development process and tools for SAAS-based products.
• Proficient technical skills for analyzing data and performing root cause analysis.
• Excellent written and verbal communication skills.
• Flexibility to participate in on-call rotation.

Motive offers:

• A remote work environment.