Lead Technical Support Engineer - Mobile and Fleet Experience

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

About Motive: 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 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, the Lead Technical Support Engineer 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 for Technical Support Engineers, the Lead Technical Support Engineer also provides leadership to the technical support team. This includes mentoring, training, and coaching other technical support engineers, helping them to develop their skills and expertise. One of the key responsibilities of the Lead Technical Support Engineer is to collaborate with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues that are affecting customers. The Lead Technical Support Engineer is also responsible for driving continuous improvement in the technical support process. This includes identifying and analyzing trends in customer issues, creating and implementing new support processes and procedures, and working closely with the Technical Lead to ensure that technical support is aligned with the company's overall strategy and goals.

Requirements

• Deep understanding of the product
• Ability to analyze and diagnose complex issues
• Ability to provide solutions that minimize user disruption

Responsibilities

• Identify and resolve complex technical issues as well as product-level limitations that cannot be resolved by Technical support engineers.
• Create and maintain technical documentation for internal and external use.
• Ensure that documentation is up-to-date, accurate, and easy to understand.
• Work closely with cross-department teams, such as product development, quality assurance, and backend engineering teams, to identify and address technical issues that are affecting customers.
• Provide leadership, mentoring, training, and coaching to other technical support engineers.
• Drive continuous improvement in the technical support process.
• Collaborate with engineering teams to address technical issues.