Lead Technical Support Engineer

Position Overview

The Lead Technical Support Engineer is a senior subject matter expert responsible for providing complex technical support for a range of products and services. As an L4 support engineer, this role is the go-to individual for troubleshooting complex issues or product-level bugs that technical support engineers cannot resolve. In addition to managing, tracking, diagnosing, and troubleshooting high-level cases, the Lead Technical Support Engineer also provides leadership to the technical support team through mentoring, training, and coaching.

Responsibilities

• Analyze and diagnose complex issues, providing solutions that minimize user disruption.
• Identify and resolve complex technical issues and product-level limitations that cannot be resolved by Technical Support Engineers.
• Create and maintain technical documentation for internal and external use, ensuring it is up-to-date, accurate, and easy to understand.
• Collaborate with cross-department teams, including product development, quality assurance, and backend engineering teams, to identify and address customer-facing technical issues.
• Provide leadership and mentoring to Technical Support Engineers, sharing knowledge and expertise to improve their technical skills.
• Identify opportunities for process improvement and drive changes to enhance the efficiency and effectiveness of technical support.
• Participate in on-call support rotations to provide 24/7 support for escalations during and after business hours, responding to urgent requests and resolving issues promptly.

Requirements

• Minimum 3-year tenure in Technical Support or Customer Support.
• Good understanding of SQL and APIs.
• Basic knowledge of at least one coding language.
• Excellent communication and collaboration skills.
• Continuous improvement mindset.

Company Information

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 100,000 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.

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