Technical Support Engineer, Tracking & Telematics

Position Overview

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

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 Technical Support Engineer - Tracking and Telematics role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.

Responsibilities

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn.
• Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.
• Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo.
• Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption.
• Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads.
• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience.
• Demonstrate in-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console.
• Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails.
• Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members.

Requirements

• Experience: 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
• Education: Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience.
• Technical Skills:
  • Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0.
  • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
  • Familiarity with the software development process and understanding of tools for SAAS-based products.
• Other Skills: Proficient technical skills.