Technical Support Engineer - Developer Support

1 Week ago • 1-2 Years

Job Summary

Job Description

As a Technical Support Engineer, you will diagnose and troubleshoot customer's technical concerns related to the Public API. You will work closely with Engineering, Professional Services, and Products to find solutions for customers. You will be responsible for determining the root cause of errors and bugs, performing data analysis, attending developer meeting sessions, assisting other employees, and communicating with customers. You will also need to have in-depth knowledge of Motive products and features. You will be responsible for providing email and chat support to customers needing help with their API integrations. You must take end-to-end ownership of customer issues, including initial troubleshooting, root cause identification, and issue resolution.
Must have:
  • 1-2 years experience as a Technical Support Engineer.
  • Experience in a customer-facing role, specifically L2 support.
  • Bachelor’s degree in Computer Science or equivalent work experience.
  • Understanding of RESTful APIs, SQL, and OAuth 2.0.
  • Intermediate-level expertise in any programming language.

Job Details

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 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:
As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional, and you will work closely with Engineering, Professional Services, and Products to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.

What You’ll Do:
  • Determine the root cause of errors/bugs. We will use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to engineering.
  • Perform data analysis to determine the impact/prevalence of issues -- use analytics tools like DataDog & Redash.
  • The Subject Matter expert will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.
  • The Support Engineer will also be responsible for assisting and providing guidance to other employees within Support and across the company.
  • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console.
  • Communicate with customers via phone on their urgent inquiries and issues that need urgent attention.
What We’re Looking For:
  • Minimum of 1-2 years of work experience as a Technical Support Engineer or related field.
  • Experience in a customer-facing role, specifically in L2 support.
  • Bachelor’s degree in Computer Science or equivalent work experience in a Developer role.
  • Understanding of RESTful APIs, SQL, and OAuth 2.0.
  • Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
  • Excellent written and verbal communication skills.
  • Strong soft skills and ability to work in a professional environment.
  • Team player with the ability to collaborate across departments.
  • Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.
  • Work closely with the Product and Engineering teams to relay customer insights and advocate for necessary changes or features.
  • Provide Email and Chat Support to customers needing help with their API Integrations.
  • Take end-to-end ownership of customer issues, including initial troubleshooting, root cause identification, and issue resolution.
  • Determine the root cause of errors and bugs by using available data and tools to trace the origin of data inconsistencies and report findings to Engineering.
  • Perform data analysis to assess the impact and prevalence of issues using analytics tools like DataDog, Redash, AWS Cloudwatch, and Pendo.
  • Develop and maintain comprehensive documentation for troubleshooting processes, solutions, and best practices.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal stakeholders.
  • Act as a Subject Matter Expert by attending Developer meeting sessions to assist with API-related concerns.
  • Participate in training and development opportunities to stay current with industry trends and new technologies.
  • Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here .

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

#LI-Remote

Similar Jobs

Voodoo - Senior Fullstack Engineer (Ruby)

Voodoo

Paris, Île-de-France, France (Hybrid)
1 Month ago
Maersk Careers - Elixir Software Engineer - Energy Transition

Maersk Careers

Porto, Porto District, Portugal (Remote)
5 Months ago
Rackspace Technology - Cloud Engineer IV (Java Dev Google Cloud Practice Engineer)

Rackspace Technology

Gurugram, Haryana, India (Remote)
1 Month ago
Gamomat - Quality Assurance Engineer

Gamomat

Berlin, Berlin, Germany (Hybrid)
2 Months ago
Life church - APIs Staff Engineer

Life church

Edmond, Oklahoma, United States (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

GMS Services - Senior System Administrator Big Data

GMS Services

Hamburg, Hamburg, Germany (On-Site)
10 Years ago
sound cloud - Senior Application Security Engineer, Authentication and Abuse Prevention

sound cloud

Berlin, Berlin, Germany (Hybrid)
2 Weeks ago
Colo pl - Server-Side Engineer (New Title)

Colo pl

Minato City, Tokyo, Japan (On-Site)
10 Months ago
Gitlab - Senior Fullstack Engineer

Gitlab

(Remote)
1 Week ago
Rackspace Technology - Cloud Practice Engineer III

Rackspace Technology

Jalisco, Mexico (Remote)
4 Weeks ago
ByteDance - Backend Software Engineer

ByteDance

San Jose, California, United States (On-Site)
1 Month ago
ZeniMax Media - DevOps Engineer

ZeniMax Media

Austin, Texas, United States (Remote)
1 Month ago
Dave Ramsey - Backend Engineers (Mid-Level)

Dave Ramsey

Franklin, Tennessee, United States (On-Site)
1 Month ago
Western Digital - Senior Engineer, Development Engineering

Western Digital

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
Scout - Senior Software Engineer, Backend (Digital Products – Servicing & Repairs)

Scout

Fremont, California, United States (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Worldwide

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Motive builds technology to improve the safety, productivity and profitability of businesses that power the physical economy. We serve more than 120,000 businesses, across a wide range of industries including construction, field service, agriculture, trucking and logistics, delivery, and more.


At Motive, we are committed to building a company that creates products customers love and fostering a culture that enables people to do their best work. We are looking for people from all backgrounds who want to make an impact on the millions of businesses that power the physical economy.


Please visit gomotive.com or email us at feedback@gomotive.com for more info.

View All Jobs

Get notified when new jobs are added by Motive

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug