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.