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Lead Technical Support Engineer - Remote

Posted 12 weeks ago
Customer Service
Full Time
Worldwide

Overview

The Lead Technical Support Engineer role is a senior subject matter expert responsible for providing complex technical support for a range of products and services, mentoring other engineers, and driving continuous improvement in the technical support process.

In Short

  • Deep understanding of the product and ability to analyze complex issues.
  • Identify and resolve complex technical issues.
  • Create and maintain technical documentation.
  • Collaborate with cross-department teams.
  • Provide leadership and mentoring to Technical Support Engineers.
  • Identify opportunities for process improvement.
  • Participate in on-call support rotations.

Requirements

  • Minimum 3-year tenure in Technical Support or Customer Support.
  • Respond to customer inquiries and issues.
  • Diagnose and troubleshoot technical issues.
  • Escalate issues as needed.
  • Document technical issues and solutions.
  • Collaborate with cross-functional teams.
  • Contribute to knowledge management.
  • Provide excellent customer service.
  • Participate in on-call rotation.
  • Excellent communication and problem-solving skills.

Benefits

  • Creating a diverse and inclusive workplace.
  • Equal opportunity employer.
Motive logo

Motive

Motive is a dynamic and rapidly growing company specializing in SaaS solutions for businesses operating trucks across the United States. With a focus on driving new business sales, Motive empowers its team members to take ownership of the sales cycle, from prospecting to closing deals. The company values driven and experienced sales professionals who are committed to achieving results and offers opportunities for advancement within its Premier and Enterprise sales segments. Motive promotes a collaborative work environment, allowing employees to work remotely while engaging in on-site customer meetings. The company is dedicated to fostering a culture of continuous learning and innovation, encouraging its team to embody a growth mindset and proactively seek creative solutions.

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