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Motive is seeking a Technical Support Engineer to manage, track, diagnose, and troubleshoot technical issues for customers. The engineer will also train and educate other Motive employees. This role involves identifying and alerting stakeholders to larger issues and trends.
What this role involves:
- Exceeding customer expectations.
- Resolving support issues related to Motive's products.
- Investigating the source of errors/bugs using available data and tools.
- Reporting inconsistencies and bugs to the Technical Lead/Engineering through Jira.
- Assessing the impact and prevalence of issues by analyzing the data to determine the root cause.
- Utilizing tools developed by the engineering team to modify erroneous user/driver data.
- Providing constructive feedback to Tier 1 agents.
- Building trusting relationships with customers via phone, chat, and email.
Requirements:
- 2-3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
- Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
- Familiarity with the software development process and tools for a SAAS-based product.
- Technical knowledge/troubleshooting skills and a willingness to learn and excel.
- Ability to perform in-depth root cause analysis.
- Basic knowledge of SQL and Python is a plus.
What Motive offers:
- Opportunity to work in remote position.
Motive
Motive empowers businesses by providing a unified platform to manage physical operations. Their AI-powered solutions offer visibility and control over drivers, vehicles, equipment, and fleet spend. Motive caters to over 120,000 customers across diverse industries, including transportation, construction, energy, and agriculture, by automating tasks and simplifying workflows. The company aims to enhance safety, productivity, and profitability through its integrated system.