Technical Support Engineer, Enterprise Pod
Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Role:
The Technical Support Engineer - Enterprise is a technical support engineer that manages, tracks, diagnoses, and troubleshoots the most difficult cases in Enterprise Tech Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understanding the magnitude and scope of the issues before escalating directly to Technical Lead/Engineering.
What You'll Do:
- Determine how to resolve technical issues -- what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption.
- Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to Technical Lead/Engineering/DSE.
- Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Looker.
- Utilise tools developed by the Engineering team to modify user/vehicle data for resolving support issues etc.
- Communicate with customers if needed for escalated, urgent inquiries to minimise customer churn.
- Develop a proactive approach when resolving the technical issues reported by the customer and utilize the technical skillset to not only diagnose but also to determine the Root Cause Analysis.
- Partner closely with the Technical Leads across Tech Support to research on issues and provide quality solutions.
What We're Looking For:
- 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Computer Science/Engineering background
- Fluent in spoken and written English.
- Team player and can work in a professional environment.
- Should be an exceptional performer.
- Familiar with Hardware and Firmware level troubleshooting.
- Overall technically sound and expert
- On-Call rotation flexibility
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
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By
Motive
Motive provides technology to enhance safety, productivity, and profitability for over 120,000 businesses in various industries, while fostering a culture of excellence and inclusivity for impactful work.
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