Designated Support Engineer - Remote

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.