Responsibilities

As a Designated Support Engineer, you will be the primary technical point of contact for a small number of Motive’s Enterprise Accounts, proactively providing technical support, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates. You will take end-to-end ownership of assigned customer issues, including initial troubleshooting and issue resolution, collaborating with Customer Success Managers to manage escalations, and providing feedback to training and documentation. Additionally, you will act as the customer advocate, working closely with engineering and product management to innovate and improve performance around product requirements and enhancements, and mitigate any identified issues related to product releases and important dates.