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Designated Support Engineer - Remote

Posted 9 weeks ago

Overview

Motive is looking for an experienced Senior Designated Support Engineer (DSE) to provide white-glove service, technical support, and executive-level communications to our customers.

In Short

  • Act as the primary technical point of contact for a small number of Enterprise Accounts.
  • Own and orchestrate the resolution of customer issues.
  • Collaborate with Customer Success Managers to resolve escalations.
  • Document bugs and provide feedback to Engineering.
  • Build strong relationships with technical contacts at assigned customers.
  • Assess risks of product releases and mitigate issues.
  • Participate in on-call rotation for customer upgrades.
  • Analyze data to monitor account health.
  • Identify needs for customer education.
  • Provide reliable direction for account integrations.

Requirements

  • 1.5+ years of experience in Customer Support and technical support.
  • Excellent customer communication skills.
  • Experience with addressing customer escalations.
  • Strong analytical and problem-solving skills.
  • Knowledge of Motive’s Products, especially Compliance and Safety.
  • Excellent troubleshooting skills with log parsing and SQL.
  • Experience with hardware devices and firmware upgrades.
  • Familiarity with APIs, Python, and Data Dog.
  • Deep hardware fault analysis skills.
  • Experience with Third Party integrations.

Benefits

  • Diverse and inclusive workplace.
  • Equal opportunity employer.

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