Designated Support Engineer at Motive

Motive is seeking a Senior Designated Support Engineer (DSE) to join its Global Technical Support organization. This role involves providing high-quality technical support and executive-level communications to Motive’s customers. The Designated Support Engineer is responsible for building relationships and resolving issues for a small number of clients, serving as their main point of contact for Motive’s product support needs.

The DSE will work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, and process improvements.

Responsibilities:

• Taking end-to-end ownership of customer issues, including troubleshooting and resolution.
• Collaborating with Customer Success Managers to resolve escalations.
• Documenting bugs with Engineering for product issues.
• Maintaining strong relationships with technical contacts at assigned customers.
• Assessing the risk of product releases and acting to mitigate issues.
• Providing technical direction to help customers integrate and maintain Account Integrations with Motive.
• Analyzing data to monitor account health and trends.
• Identifying product gaps and enhancements.

Requirements:

• Minimum 1.5+ years of experience in Customer Support and technical support.
• Excellent customer communication skills.
• Experience with customer escalations.
• Strong analytical and problem-solving skills.
• Strong knowledge of Motive’s Products.
• Excellent troubleshooting skills.
• Experience with hardware devices, firmware upgrades, and change management.
• Experience with Third-Party integrations.
• Familiarity with APIs, Python, Data Dog, SQL, etc.
• Deep hardware fault analysis skills.

What This Role Offers:

• Opportunity to work remotely.
• Chance to work with a wide range of customers.