[Remote] Technical Support Eng- MM/CMRL at Motive

Pakistan

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Transportation, Logistics, Construction, Energy, Field Service, Manufacturing, Agriculture, Food and Beverage, Retail, Public SectorIndustries

Requirements

Demonstrated cross-domain proficiency and comfort using case tracking systems to classify and document customer issues
Hands-on ability with resolving complex technical issues reported by customers
Ability to efficiently handle urgent customer concerns by exhibiting full ownership and accountability
Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high-quality written notes
High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow-through and closure hygiene
Collaborative mindset to partner with cross-functional teams to resolve customer queries
Proven experience with handling routine change management requests directly reported from the end user
Motivated with eagerness to learn and go above and beyond
Fluent in spoken and written English
Team player and able to work in a professional environment
Computer Science/Engineering background – preferably
Expertise with APIs – bonus skillset
Exceptional performer
Familiar with Hardware and Firmware level troubleshooting
Overall technically sound

Responsibilities

Provide multi-channel frontline support (phone, email, chat): triage, basic troubleshooting, collect logs/screenshots, document clearly, and escalate only when warranted. Maintain professional tone and adherence to Support documented process throughout interactions
Maintain queue adherence and call handling excellence, using the correct statuses and follow-up documented processes to ensure timely closure and accountability
Deliver support across a broad number of technical issues
Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues
Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership
Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams
Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer ServicePhone SupportEmail SupportChat SupportLog CollectionCase DocumentationQueue ManagementSLA Adherence

Questions & Answers

Common questions about this position

What is the salary or compensation for this Technical Support Engineer role?

This information is not specified in the job description.

Is this Technical Support Engineer position remote or does it require office work?

This information is not specified in the job description.

What skills are required for the Sr. Technical Support Engineer role?

Candidates need demonstrated cross-domain proficiency, comfort using case tracking systems to classify and document issues, and hands-on ability to resolve complex technical issues reported by customers.

What is the company culture like at Motive for this support role?

The role suits a service-obsessed problem-solving self-starter who thrives in a dynamic environment, collaborates effectively with Technical Support teams, Product/Engineering, and drives customer satisfaction at first touch in a 24/7 support organization.

What makes a strong candidate for this Technical Support Engineer position?

Strong candidates demonstrate cross-domain proficiency, hands-on resolution of complex technical issues, and the ability to deliver multi-channel frontline support while meeting SLAs and contributing to continuous improvement.

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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