Senior Technical Support Engineer

1 Month ago • 1 Years + • Software Development & Engineering

Job Summary

Job Description

Motive is seeking a Senior Technical Support Engineer (Senior TSE) to diagnose, troubleshoot, and resolve complex technical issues across hardware, software, and cloud systems. This role acts as an escalation point for lower-tier support, provides in-depth analysis, mentors junior engineers, and improves support processes. The Senior TSE will collaborate with Engineering, Product, and Operations teams to enhance product reliability and customer experience, contributing to documentation, process optimization, and strategic initiatives for efficiency. Responsibilities include acting as the final escalation point for TSEs, conducting deep-dive investigations using logs and debugging tools, reporting critical bugs to engineering teams, analyzing incident data for root causes and improvements, and performing hardware-level diagnostics on sensors, cameras, and embedded systems. The role also involves assisting Tier 1/2 TSEs and new hires.
Must have:
  • Deep understanding of software, firmware, and hardware troubleshooting
  • Analyze system logs, network traffic, and API responses
  • Experience with Grafana, Redash, AWS, and JIRA
  • Familiarity with cloud-based architectures
  • Structured, logical approach to issue diagnosis
  • Ability to identify root causes and recommend solutions
  • Proactive in improving support processes
  • Handle high-pressure situations with professionalism
  • Strong communication skills
  • Experience with enterprise customers
  • Mentor and support junior engineers
  • Work cross-functionally with Engineering, Product, and QA
  • Team player, adaptable, resourceful
  • Bachelor's degree in Engineering, Computer Science, or related field
  • Willingness to participate in on-call rotation
Good to have:
  • Knowledge of SQL
  • Scripting (Python, Bash, or PowerShell)
  • Automation experience
  • Prior experience in SaaS, IoT, or Fleet Management

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 100,000 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.

The Senior Technical Support Engineer (Senior TSE) is a highly skilled problem-solver responsible for diagnosing, troubleshooting, and resolving complex technical issues related to hardware, software, and cloud-based systems. This role serves as a key escalation point for Tier 1 and Tier 2 support teams, providing in-depth analysis, mentoring junior engineers, and improving support processes. As a Senior TSE, you will collaborate with cross-functional teams including Engineering, Product, and Operations to enhance product reliability and customer experience. You will also contribute to technical documentation, process optimization, and strategic initiatives aimed at driving efficiency and service excellence.

What You’ll Do: 

  • Act as the final escalation point for TSEs for complex technical issues, ensuring timely and effective resolution.
  • Conduct deep-dive investigations into software, firmware, and hardware issues, utilizing logs, debugging tools, and system diagnostics.
  • Work closely with Technical Lead, Engineering and Product teams to report and resolve critical bugs, product defects, and system inefficiencies.
  • Analyze incident data to identify patterns, root causes, and recurring issues, providing recommendations for proactive improvements.
  • Perform hardware-level diagnostics, including testing, validation, and troubleshooting of sensors, cameras, and embedded systems.
  • Assist TSE and new hires

What We’re Looking For: 

  • Deep understanding of software, firmware, and hardware troubleshooting.
  • Ability to analyze system logs, network traffic, and API responses to diagnose issues.
  • Experience working with Grafana, Redash, AWS, and JIRA.
  • Familiarity with cloud-based architectures and monitoring tools.
  • Knowledge of SQL, scripting (Python, Bash, or PowerShell), and automation is a plus
  • A structured, logical approach to diagnosing and resolving technical issues.
  • Ability to identify root causes, analyze trends, and recommend long-term solutions.
  • Proactive in improving support processes, knowledge base, and automation.
  • Ability to handle high-pressure situations and critical escalations with professionalism.
  • Strong verbal and written communication skills to simplify complex technical topics.
  • Experience dealing with enterprise customers and high-priority cases.
  • Willingness to mentor and support junior engineers, fostering a culture of learning.
  • Ability to work cross-functionally with Engineering, Product, and QA teams.
  • A team player who is adaptable, resourceful, and thrives in a collaborative setting
  • Minimum 1+ years of experience in Technical Support or a similar role in a software or hardware company.
  • Prior experience in a SaaS, IoT, or Fleet Management environment is a plus.
  • Bachelor’s degree in Engineering, Computer Science, or a related field.
  • Willingness to participate in an on-call rotation for critical escalations.

 

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

USE Insider - Accounting Specialist

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
9 Months ago
GT HQ - Senior Full-stack Developer (Python+React.js)

GT HQ

Ukraine (Remote)
4 Months ago
Highspot - Customer Success Manager, SMB

Highspot

Hyderabad, Telangana, India (Hybrid)
5 Months ago
FICO - Platform Success Manager

FICO

United Kingdom (Remote)
1 Month ago
appier - Software Development Engineer in Test (Intern)

appier

Taipei City, Taiwan (On-Site)
1 Month ago
Marvell - Senior Distinguished Engineer

Marvell

Santa Clara, California, United States (On-Site)
2 Months ago
Maersk - Electrician Engineer (SF)

Maersk

Mumbai, Maharashtra, India (On-Site)
336 Years ago
The Walt Disney Company - Service Engineer (Electrical & Mechanical Engineering)

The Walt Disney Company

Hong Kong (On-Site)
3 Months ago
Optiv - Sr. Ping Engineer - TS/SCI with FS Poly

Optiv

Herndon, Virginia, United States (On-Site)
3 Months ago
Ion - DBA Administrator

Ion

Italy (Hybrid)
10 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Zenoti - Technical Support Specialist - VOIP Solutions

Zenoti

Seattle, Washington, United States (On-Site)
3 Weeks ago
USE Insider - Sales Development Representative - US Market

USE Insider

State Of São Paulo, Brazil (Hybrid)
3 Months ago
EvenUp - Backend Software Engineer, AI Document Generation

EvenUp

Toronto, Ontario, Canada (Hybrid)
1 Month ago
Sonar Source - Product Operations Lead

Sonar Source

London, England, United Kingdom (On-Site)
1 Week ago
Lambda - Senior Legal Counsel

Lambda

San Francisco, California, United States (Hybrid)
1 Week ago
Ansys - Senior Backend R&D Engineer

Ansys

Montigny-le-Bretonneux, Île-de-France, France (Remote)
2 Months ago
Globalization Partners - Senior Product Operations Manager

Globalization Partners

United States (Remote)
3 Months ago
Imanage - Senior Backend Developer (.NET)

Imanage

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Netomi - Implementation Consultant

Netomi

United States (Remote)
9 Months ago
Rippling - Account Executive, Mid Market - East

Rippling

New York, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Pakistan

GoMotive - Senior Enablement Specialist - SMB SDR Inbound

GoMotive

Lahore, Punjab, Pakistan (Remote)
3 Months ago
Zones - Senior Bid Specialist

Zones

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
2 Months ago
Mindbotix - ASO Executive

Mindbotix

Lahore, Punjab, Pakistan (On-Site)
2 Months ago
GoMotive - Save Specialist - SMB

GoMotive

Islamabad, Islamabad Capital Territory, Pakistan (Remote)
1 Month ago
Mindstorm studios - Senior 3D Generalist

Mindstorm studios

Lahore, Punjab, Pakistan (On-Site)
1 Month ago
GoMotive - Manager, AI Systems and Monitoring

GoMotive

Pakistan (Remote)
1 Month ago
WerPlay - 3D Artist

WerPlay

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
1 Month ago
GoMotive - Spanish Sales Development Representative, SMB

GoMotive

Pakistan (Remote)
2 Months ago
Mindstorm studios - Software Engineer (AI/ML)

Mindstorm studios

Lahore, Punjab, Pakistan (On-Site)
3 Months ago
GoMotive - Senior Manager, Commercial Sales - Expansion

GoMotive

Islamabad, Islamabad Capital Territory, Pakistan (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Mozilla - Software Engineer

Mozilla

(Remote)
2 Weeks ago
PhonePe - Engineering Manager - Payments

PhonePe

Bengaluru, Karnataka, India (On-Site)
2 Months ago
dun bradstreet - Software Engineer II

dun bradstreet

Hyderabad, Telangana, India (Hybrid)
1 Month ago
Cadence - Senior Application Engineer (Digital Design & Verification)

Cadence

Katowice, Silesian Voivodeship, Poland (On-Site)
1 Month ago
Apple - Physical Design Methodology CAD Engineer

Apple

San Diego, California, United States (On-Site)
1 Month ago
Kano studios - Senior Software Engineer

Kano studios

San Diego, California, United States (Remote)
11 Months ago
Visual Concepts - Senior Server Engineer

Visual Concepts

Novato, California, United States (On-Site)
10 Months ago
Cypher games - Senior Software Engineer

Cypher games

Istanbul, İstanbul, Türkiye (On-Site)
1 Month ago
Inveniolsi - SAP BTP RESTful ABAP (RAP) Consultant

Inveniolsi

India (On-Site)
1 Week ago
Cadence - Lead Application Engineer

Cadence

Shenzhen, Guangdong Province, China (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded