Technical Support Engineer, Tracking & Telematics

20 Hours ago • 2-3 Years

Job Summary

Job Description

The Technical Support Engineer for Tracking and Telematics manages and troubleshoots technical support cases, and also trains and assists other employees. Responsibilities include communicating with customers, utilizing tools to modify user data, analyzing data using analytics tools, identifying solutions to support issues, determining root causes of errors, exceeding customer expectations, and building relationships with customers. The engineer should also have in-depth knowledge of Motive products and features, and provide feedback and write knowledge-base articles to support other team members.
Must have:
  • 2-3 years of Customer Support experience
  • Bachelor's Degree in Computer Science/Engineering
  • Understanding of RESTful APIs, SQL, and OAuth 2.0
  • Intermediate-level expertise in any programming language
  • Familiarity with the software development process
  • Proficient technical skills for data analysis

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:

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.

What You'll Do:

  • 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
  • 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

What We're Looking For:

  • 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
  • Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
  • 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
  • Proficient technical skills for analyzing crucial data points and ability to perform in-depth root cause analysis
  • Familiarity with hardware and firmware level troubleshooting
  • Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment
  • Excellent written and verbal communication skills
  • Flexibility to participate in on-call rotation

 

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

Workato - Senior Software Engineer (Platform, Ruby)

Workato

Nicosia, Nicosia, Cyprus (On-Site)
8 Hours ago
Workato - Senior Technical Architect

Workato

Bengaluru, Karnataka, India (On-Site)
8 Hours ago
Fluxon - Senior Software Engineer

Fluxon

(Remote)
1 Day ago
Thumbtack - Lead, IT Systems Engineer - AI & Automation

Thumbtack

(Remote)
9 Hours ago
Highspot - Principal Software Engineer (Backend)

Highspot

Hyderabad, Telangana, India (Hybrid)
5 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Velotio Technologies - Senior Engineer (ROR)

Velotio Technologies

Pune, Maharashtra, India (Remote)
1 Month ago
The Walt Disney Company - Manager, Database Reliability Engineering

The Walt Disney Company

Washington, United States (On-Site)
1 Month ago
Visual Concepts - Senior Server Engineer, NBA 2K

Visual Concepts

Novato, California, United States (On-Site)
5 Months ago
Drivetrain - SDE (Automation & Quality Focus)

Drivetrain

Kolkata, West Bengal, India (Remote)
9 Months ago
Gloss Genius - Senior Software Engineer, Infrastructure

Gloss Genius

(Remote)
9 Hours ago
GoTo Group - Associate Software Engineer - Marketplace

GoTo Group

Jakarta, Jakarta, Indonesia (On-Site)
3 Months ago
Wargaming - DevOps Engineer

Wargaming

Nicosia, Nicosia, Cyprus (On-Site)
4 Months ago
Ruby game studio - 3D Game Artist

Ruby game studio

İzmir, İzmir, Türkiye (On-Site)
2 Months ago
Highspot - Sr. Backend Engineer, Meeting Intelligence

Highspot

Hyderabad, Telangana, India (Hybrid)
6 Months 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