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Technical Support Engineer

Technical Support Engineer role at Motive, Pakistan-based remote position.
Motive
Remote
Pakistan
Undisclosed salary
Job Description
Motive is seeking a Technical Support Engineer to join their team. Motive empowers those who run physical operations with tools to make their work safer, more productive and more profitable. The Technical Support Engineer will be responsible for diagnosing, troubleshooting, and resolving complex technical issues related to hardware, software, and cloud-based systems. This role serves as a key escalation point for Tier 1 and Tier 2 support teams, providing in-depth analysis, mentoring junior engineers, and improving support processes.

What this role involves:
  • Acting as the final escalation point for TSEs for complex technical issues, ensuring timely and effective resolution.
  • Conducting deep-dive investigations into software, firmware, and hardware issues, utilizing logs, debugging tools, and system diagnostics.
  • Working closely with Technical Lead, Engineering and Product teams to report and resolve critical bugs, product defects, and system inefficiencies.
  • Analyzing incident data to identify patterns, root causes, and recurring issues, providing recommendations for proactive improvements.
  • Performing hardware-level diagnostics, including testing, validation, and troubleshooting of sensors, cameras, and embedded systems.
  • Assisting TSE and new hires

Requirements:
  • Deep understanding of software, firmware, and hardware troubleshooting.
  • Ability to analyze system logs, network traffic, and API responses to diagnose issues.
  • Experience working with Grafana, Redash, AWS, and JIRA.
  • Familiarity with cloud-based architectures and monitoring tools.
  • Knowledge of SQL, scripting (Python, Bash, or PowerShell), and automation is a plus
  • A structured, logical approach to diagnosing and resolving technical issues.
  • Ability to identify root causes, analyze trends, and recommend long-term solutions.
  • Proactive in improving support processes, knowledge base, and automation.
  • Ability to handle high-pressure situations and critical escalations with professionalism.
  • Strong verbal and written communication skills to simplify complex technical topics.
  • Experience dealing with enterprise customers and high-priority cases.
  • Willingness to mentor and support junior engineers, fostering a culture of learning.
  • Ability to work cross-functionally with Engineering, Product, and QA teams.
  • A team player who is adaptable, resourceful, and thrives in a collaborative setting
  • Minimum 1+ years of experience in Technical Support or a similar role in a software or hardware company.
  • Prior experience in a SaaS, IoT, or Fleet Management environment is a plus.
  • Bachelor’s degree in Engineering, Computer Science, or a related field.
  • Willing to participate in an on-call rotation for critical escalations.
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Motive

Motive provides a unified platform that empowers businesses running physical operations. Their AI-powered solutions enable safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet spending in one system. Serving over 120,000 customers, from Fortune 500 enterprises to small businesses, Motive caters to various industries, including transportation, construction, energy, manufacturing, agriculture, and the public sector, offering complete visibility, control, and automation to enhance productivity and profitability.

All Jobs at Motive (169)