Designated Support Engineer - Remote

Overview

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.

In Short

• Provide white-glove service and technical support to customers.
• Act as the primary technical point of contact for a small number of enterprise accounts.
• Take end-to-end ownership of customer issues from troubleshooting to resolution.
• Collaborate closely with Customer Success Managers to resolve escalations.
• Document bugs and issues with engineering for product improvements.
• Build strong relationships with technical contacts at assigned customers.
• Assess risks of product releases and mitigate identified issues.
• Participate in on-call rotation for customer upgrades and change management.
• Analyze data to monitor account health and trends.
• Identify customer education needs and document product gaps.

Requirements

• Minimum 1.5 years of experience in customer and technical support.
• Excellent communication skills in various formats.
• Experience with customer escalations and concise updates.
• Strong analytical and problem-solving skills.
• Knowledge of Motive’s products, especially in compliance and safety.
• Excellent troubleshooting skills, including log parsing and SQL.
• Experience with hardware devices and firmware upgrades.
• Familiarity with APIs, Python, and advanced troubleshooting techniques.
• Deep hardware fault analysis skills.

Benefits

• Opportunity to work in a diverse and inclusive workplace.
• Engage with a variety of industries and clients.
• Participate in a collaborative team environment.
• Enhance your technical skills through hands-on experience.
• Be part of a company that values innovation and improvement.