Remote Otter LogoRemoteOtter

Senior Technical Support Engineer - Remote

Posted 11 hours ago
Customer Service
Full Time
Worldwide

Overview

The Senior Technical Support Engineer (Senior TSE) is a highly skilled problem-solver responsible for diagnosing, troubleshooting, and resolving complex technical issues related to hardware, software, and cloud-based systems. This role serves as a key escalation point for Tier 1 and Tier 2 support teams, providing in-depth analysis, mentoring junior engineers, and improving support processes.

In Short

  • Act as the final escalation point for TSEs for complex technical issues, ensuring timely and effective resolution.
  • Conduct deep-dive investigations into software, firmware, and hardware issues.
  • Work closely with Technical Lead, Engineering and Product teams to report and resolve critical bugs.
  • Analyze incident data to identify patterns, root causes, and recurring issues.
  • Perform hardware-level diagnostics, including testing and validation of sensors and embedded systems.
  • Assist TSE and new hires.

Requirements

  • Deep understanding of software, firmware, and hardware troubleshooting.
  • Ability to analyze system logs and network traffic to diagnose issues.
  • Experience working with Grafana, Redash, AWS, and JIRA.
  • Familiarity with cloud-based architectures and monitoring tools.
  • Knowledge of SQL, scripting (Python, Bash, or PowerShell), and automation is a plus.
  • Proactive in improving support processes and knowledge base.
  • Strong verbal and written communication skills.
  • Experience dealing with enterprise customers and high-priority cases.
  • Willingness to mentor junior engineers.
  • Minimum 1+ years of experience in Technical Support or a similar role.

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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