Senior IT Support Engineer at Motive

Buffalo, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Minimum 3–5 years of experience in Tier 2 IT Support or similar escalation-oriented role
Strong troubleshooting skills in Windows and macOS environments
Experience with hardware test labs, rack system setup, and office technology provisioning
Proven track record supporting network infrastructure (Meraki/AP configuration, ISP coordination)
Hands-on experience administering Google Workspace (G Suite), device management tools (Intune, Kandji), and SaaS platforms for user provisioning and compliance
Relevant certifications (e.g., CompTIA, Microsoft, Apple, JAMF, Kandji, InTune) are preferred
Recent hands-on experience with hybrid environment management (on-premise)

Responsibilities

Diagnose, resolve, and escalate complex hardware, software, and network issues across Windows and macOS workstations, office equipment, and testbench environments
Support the setup, maintenance, and continual expansion of a hardware/software testbench laboratory integrated with Engineering, QA, and Customer Success; collaborate on product testing and rapid prototyping projects (e.g., DashCam, Asset Tracker, LBB)
Administer and document local network infrastructure (switches, firewalls, APs – Meraki, Ubiquiti, etc.), coordinate ISP services, and manage VPN endpoints for secure, policy-compliant access
Create, maintain, and update technical documentation: network diagrams, authentication guides, VPN setup procedures, and lab accessibility instructions
Provision user accounts and permissions for both office and test environments (Google Workspace, Twingate, VPN, Intune, Kandji, hybrid/on-prem/cloud services)
Manage local conference room equipment, including Chromeboxes, meet hardware, and inventory assignments; maintain asset tracking and lifecycle documentation
Serve as the operational escalation point for technical issues, including handling admin rights, user account support, and compliance with IT security policies and audit requirements
Collaborate effectively across IT, Engineering, QA, and Customer Success on site projects, troubleshooting sessions, lab upgrades, and office expansion initiatives
Continuously identify and drive process improvements; update internal knowledge bases and procedure guides for efficient technology adoption and troubleshooting
Stay up-to-date on modern IT service tools and best practices, including endpoint management (Kandji, Intune), new SaaS platforms, and hybrid environment administration

Skills

Key technologies and capabilities for this role

WindowsmacOShardware troubleshootingsoftware troubleshootingnetwork troubleshootingtestbench laboratoryIT infrastructureasset managementprocess documentationprototyping

Questions & Answers

Common questions about this position

Is this role remote or onsite?

The role is based in the Buffalo, NY office and requires onsite work to support the testbench laboratory and local office IT infrastructure.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills are required for this Senior IT Support Engineer role?

Key skills include advanced troubleshooting of hardware, software, and network issues across Windows and macOS; experience with network infrastructure like Meraki, Ubiquiti switches, firewalls, and APs; and proficiency in tools such as Google Workspace, Twingate, VPN, Intune, and Kandji.

What does the team collaboration look like at Motive?

The role involves collaborating effectively across IT, Engineering, QA, and Customer Success teams on site projects, troubleshooting, lab upgrades, and office expansion initiatives.

What makes a strong candidate for this IT support role?

A strong candidate is a hands-on problem solver with skills in complex troubleshooting, technical project management, and cross-functional collaboration, plus experience supporting test labs and maintaining detailed technical documentation.

Motive

Enhances broadband services for providers

About Motive

Motive focuses on enhancing the customer experience for broadband service providers. They offer a strategy called the High Leverage Network, which helps service providers simplify their offerings, making it easier for customers to buy, own, and use their services. This approach allows providers to fully utilize their networks to improve business outcomes and stand out in a competitive market. Unlike other companies, Motive emphasizes continuous innovation as a key differentiator, enabling service providers to create a more personalized and engaging experience for their customers. The ultimate goal of Motive is to help service providers deliver a superior customer experience that drives loyalty and business success.

Austin, TexasHeadquarters

1871Year Founded

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health, dental, vision, & life insurance

PTO

Paid Holidays

Parental leave

401(k)

Performance Bonus

Employee Stock Purchase Plan

Company Social Outings

Work From Home Policy

Risks

Emerging competition from agile startups threatens Motive's market share.

Rapid AI advancements may outpace Motive's current audio capabilities.

Consumer privacy concerns could lead to regulatory scrutiny impacting operations.

Differentiation

Motive's ALIVE system offers a unique immersive audio experience for gaming.

High Leverage Network strategy enhances customer experience through continuous innovation.

Focus on personalized audio content differentiates Motive from traditional audio companies.

Upsides

Growing demand for immersive audio in gaming boosts ALIVE system's market potential.

Partnerships with streaming platforms enhance Motive's audio offerings and subscriber retention.

Rise of virtual reality applications creates opportunities for Motive's sophisticated audio solutions.

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